Qcom provides this global technology company with an outsourced field engineering team to carry out complex installations and maintenance support on award-winning new digital print press equipment.

At a Glance

• Outsourced installation and maintenance to support a major new product launch.
• A dedicated team of 12 Qcom field engineers providing total coverage across the UK and Ireland.
• A bespoke training programme designed to roll out full manufacturer training and regular technical developments.
• Scalable service to meet the needs of an initial product launch followed by rapid sales growth of up to 400% in the first year.

The Need

This global technology company required a technical services outsource partner to support the launch of an important new digital production print press.

A fully trained team of field engineers needed to be ready by the launch date to meet all installation and maintenance requirements throughout the UK and Ireland.

The Challenge

While Qcom already had an existing and successful relationship with this client company, that was with a different team and in a different vertical market.

The launch of this innovative new digital print press would require support from a dedicated team of specialist field engineers able to meet the technical demands of sophisticated new technology. As a measure of its scale and complexity, each installation was expected to take up to three days.

The team would need to meet demanding SLAs across the whole of the UK and Ireland.
And sales forecasts suggested that the solution would also need to be highly scalable to meet rapid growth across the first 12 months and beyond.

The Solution

Qcom put in place a comprehensive and efficient plan for the training and development of a dedicated field engineering team.
Our lead engineers travelled overseas for manufacturer training, then returned to the UK to carry out pilot installations and maintenance trials.

From a designated facility in the Qcom training centre, these project leaders were then able to roll out a full engineer training programme in blocks, growing the team as installation and maintenance requirements increased.

This tiered model will also be used to complete and roll out regular training updates to ensure that our whole team remains manufacturer trained to the very highest standard.

From day one of the product launch, the client team would then be able to monitor this team’s performance against SLAs in real time through Qcom’s Partner Portal facility.

The Results

By outsourcing this highly complex technical and logistical challenge to Qcom, the client ensured that a field engineering team was ready in time for the launch of an important new product line.

The team is not only manufacturer trained, but also has processes in place to continually update that expertise and roll out the latest developments as they arise.

This is also a fully scalable resource which, having met the Year 1 demand for installations of this award-winning equipment, now has the capability, processes and capacity in place to meet the anticipated 400% sales growth in Year 2.
Ongoing account management and regular reviews will ensure that this service grows and adapts to meet the evolving needs of the client and product line.