As is common for many customers, Staples was in the market for a better maintenance solution for their existing network infrastructure (both current OEM equipment and EOL equipment). They had been a classic user of OEM-provided support but were generally dissatisfied due to inflexibility, complicated and constraining contracts, confusing renewal processes, varying end-dates, marginal performance and exorbitant cost. Staples was looking for a better alternative for some or all their existing network infrastructure and they began to consider third-party maintenance(TPM) as an additional option.
In 2018 an RFP was released and CloudCover – through a significant channel partner - was included as a respondent. Over several months and multiple customer meetings, CloudCover’s Partner (and thus, CloudCover) was awarded the business. This business was awarded primarily because the CloudCover platform offered a differentiated value proposition which gave Staples the ability to manage, measure and interact with their new maintenance program through a single, normalized portal. They solution provides the CloudCover Support Management platform along with national network support including TAC plus 8x5xNBD and TAC plus 24x7x4. Additionally, the solution supports both their TPM contracts with CloudCover along with all of their continuing OEM support, a true Hybrid Management model.
Staples now has a significantly lower cost for maintenance and support by capitalizing on third party maintenance as a hybrid with their existing OEM support. All contracts – TPM and OEM – are managed in a single portal and all service activity is initiated, managed and measured through the CloudCover portal. They have 1500 devices under TPM support, with flexible terms, ease-of-use and co-termed end-dates. Staples is on record indicating millions of dollars of cost savings and they’re very happy with the solution as evidenced by the recent 2nd year renewal of the contract. Additionally, Staples wants to apply this solution to all their retail facilities which will triple their support footprint.