eo Networks S.A.

BACKGROUND

Introduce your business and what you do there.

I’m the service delivery manager at an IT company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with eo Networks?

They provide break-fix and software support services for us. 

SOLUTION

What was the scope of their involvement?

eo Networks serves as our service partner for huge vendors in the Polish market. They provide break-fix services for our products, which include printers, and they install devices and software for our biggest customers.

What is the team composition?

We work with one main point of contact.

How did you come to work with eo Networks?

When we were looking for companies that can deliver support for our devices, we asked them for a proposal. After that, we hired them. 

How much have you invested with them?

We spend around $250,000 yearly. 

What is the status of this engagement?

We’ve been working with them for many years. We started the partnership in January 2011, and it’s ongoing. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

For success metrics, we receive reports to see the full picture of their work’s quality. We discuss issues in our partnership, and we measure their performance by checking their response time and our customers’ satisfaction — these are our KPIs. 

How did eo Networks perform from a project management standpoint?

We communicate on a daily basis via Teams or other remote communication software, depending on the project.

What did you find most impressive about them?

Their experience and management skills are impressive. 

Are there any areas they could improve?

They can try to reduce employee turnover since they have a high turnover rate.