Qcom is the European technical service and support partner for Apex Supply Chain Technologies, a UK-based manufacturer of smart tracking and locker solutions for the retail, food service and logistics sectors.

At a Glance

• Full outsourced technical support partnership with smart tracking and locker manufacturer
• Solution included the transfer of engineering, technical and logistics staff to Qcom
• Pan-Europe logistics, installation, field repair and maintenance
• Outsourcing allows the client to remain focused on business growth and product development

The Need

Our client, Apex Supply Chain Technology, wanted to outsource technical services and support to allow it to enhance its focus on core solutions for the retail, food service and logistics sectors.

These include Axcess^TM automated tracking, click-and-collect pick-up lockers, plus the innovative Flow-Thru^TM series of double-access lockers for the takeaway and campus food delivery sector.

The Challenge

Apex needed a technical services partner with a proven track record of improving the quality as well as the efficiency of technical services and customer support.

The provider would need to provide an end-to-end service from inventory and installation through to aftermarket support.

The solution needed to cover the UK and mainland Europe, and include the on-boarding of existing Apex technical staff.

The Solution

Apex outsourced its complete technical services and support delivery to Qcom.

The outsourcing arrangements included the TUPE transfer of a number of engineering, technical and logistics staff from Apex to Qcom.

Through this contract Qcom delivers product and parts logistics, field assembly, installation and commissioning, field maintenance and service, on Apex products throughout the UK and mainland Europe.

The Results

By outsourcing technical service and aftermarket support to Qcom, Apex has been able take advantage of our specialist capabilities and economies of scale.

This has allowed the company to improve service levels, keep support costs down, and concentrate on product development and business growth.

The company has been able to roll out and support its products fast and flexibly throughout Europe, without the need to employ its own local installation or service teams.