Case Study: State of Ohio

One of EXCEL’s long-term clients initially asked us to maintain equipment at their customer locations throughout our home state of Ohio.

Situation

Their existing support model required they fly a highly trained field engineer to the site when a problem couldn’t be solved over the phone. These service calls cost over $1000 a day.  EXCEL agreed to service the equipment in Ohio and offered to provide the same services throughout the United States.

Result

The client witnessed a 50% drop in repair costs after assigning their full-time field engineers to high-value installation work and dispatching all break-fix work through EXCEL. Within three months EXCEL expanded our support beyond Ohio and we now support nearly 2000 items at 320 locations throughout the United States and Canada.