Global field services and warranty support for a leading hardware manufacturer
A global hardware and service provider needed a partner that could absorb the complexity of delivering field support, deployment, and warranty services across international regions without compromising consistency or speed. Getronics has held that role since 1994, managing approximately 250,000 tickets annually and representing the customer’s brand on-site with end customers every day.
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- Industry: Technology & Communications, Hardware Manufacturing
- Region: International (USA, UK, Netherlands, Germany, South Africa, Singapore, Australia, plus global deployment via GWA partners)
The client is a leading hardware and service provider whose customers range from the world’s largest and most demanding businesses and public-sector organisations to small and medium businesses and consumers. Getronics acts as the client’s Global Service Provider and Preferred Partner.
The partnership dates back to 1994, representing more than 30 years of successful collaboration, trusted delivery, and continuous innovation. Over that time, Getronics has worked closely with the client to support evolving business needs and deliver consistent value across global operations.
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Challenge
The client needed a partner that could manage deployment, rack-and-stack, integration, and warranty support for high-end enterprise and client equipment globally, with consistent standards across every site and without requiring a different conversation in every country.
Solution
Getronics delivers field and on-site services, including warranty break/fix support, hardware replacements, on-site troubleshooting, and deployment services across seven countries directly, with global deployment through GWA partners.
Results
Getronics manages approximately 250,000 tickets annually, acts as an extension of the client’s own organisation, representing their brand on-site, and has sustained the partnership for over 30 years.
Every hour of downtime has a cost, and the client operates across the globe
When equipment fails, whether high-end storage, enterprise hardware, or client devices, every hour of downtime has a cost. For a client operating across the globe, that pressure is compounded by distance, local complexity, and the near-impossible task of maintaining consistent standards across every site.
The client didn’t just need engineers on the ground, but needed someone who could manage deployment, rack-and-stack, integration, and warranty support across high-end enterprise and client equipment, and do it without requiring a different conversation in every country. Flexibility mattered as much as capability, and so too did having a single, experienced team accountable for the whole picture. Finding a partner who could absorb that complexity, rather than add to it, was the central challenge.
Field services delivered locally, consistently, and at scale
Getronics delivers field and on-site services, including warranty break/fix support, hardware replacements, on-site troubleshooting, and deployment services such as rack-and-stack, staging, and integrations. The team manages approximately 250,000 tickets annually, providing warranty services directly across the USA, United Kingdom, Netherlands, Germany, South Africa, Singapore, and Australia, with global deployment support delivered through the Getronics network and GWA partners.
Getronics brings a combination of global delivery capability, local field expertise, and long-term operational experience. The differentiator is the ability to deliver consistent, high-quality on-site and field services across multiple regions, supported by agile governance and experienced service delivery management. Getronics acts as an extension of the client’s organisation, representing the customer brand on-site and engaging directly with end customers every day.
30 years of consistent global delivery and the client’s trust
The partnership has been sustained since 1994, now spanning more than 30 years. End customers across the client’s global base receive consistent, locally delivered support backed by a globally standardised service model. The client benefits from a single, accountable partner covering field services, deployment, and warranty across international regions, rather than managing multiple local providers.
The quality of the relationship is reflected in the client’s own assessment. As one stakeholder described the Australian operation: the delivery team and account management have shown a commitment and passion to deliver results that produced the best delivery outcomes in the history of that regional team. The partnership continues to evolve, with Getronics supporting the client through ongoing changes in product portfolio and geographic reach.
250,000 Tickets Managed Annually
Getronics manages approximately 250,000 tickets per year across field services, warranty support, hardware maintenance, and deployment, delivered across seven countries directly with global reach through GWA partners.
30+ Year Partnership
Getronics has served as the client’s Global Service Provider and Preferred Partner for over 30 years, adapting to changes in product portfolio, geographic reach, and customer expectations across three decades.
7 Countries Direct, Global via GWA Partners
Getronics provides warranty support directly across the USA, UK, Netherlands, Germany, South Africa, Singapore, and Australia, with global deployment services delivered through GWA partners.
“The Delivery team and Account Management have shown a commitment to our customers and a passion to deliver the desired results that are not common these days. We are seeing some of the best delivery results in the history of our Australian team, and it is through the openness, passion, and commitment to excellence that have enabled this.”
