GBH
Argico
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The Situation
Argico, a mechanical top brands distributor with more than 50% market share, selling Cummings and other OEMs was growing quickly but was suffering major IT issues impacting day-to-day operations of the business. They were willing to upgrade their IT infrastructure, but wanted to make sure they would see results for their investment.
What was the issue that they were experiencing?
Argico was hesitant to trust IT Outsourcing providers, they had bad experiences with other vendors and were very careful about their next hire.
After initial meetings, we earned the trust needed from this discerning team to begin on an overall assessment. We began the partnership in 2013, and have been with them ever since.
The team’s main issue was mail and server instability, which was directly affecting employee productivity. While they had invested in solutions from other vendors, they were not seeing the results they needed to continue to grow their business..
Argico’s Context
Vision
Argico aims to become the premier option for big company industrial equipment needs.
Why
Argico is driven by a mission of representing top brands in the mechanical field, offering reliable maintenance, genuine parts and consistently high-quality service.
Goals
Argico’s main goal is to serve clients quickly and effectively. Recurrent IT issues stifled their employees’ ability to achieve the speed and efficiency for which they aimed.
Vision
Argico aims to become the premier option for big company industrial equipment needs.
Goals
Argico’s main goal is to serve clients quickly and effectively. Recurrent IT issues stifled their employees’ ability to achieve the speed and efficiency for which they aimed.
Why
Argico is driven by a mission of representing top brands in the mechanical field, offering reliable maintenance, genuine parts and consistently high-quality service.
The GBH Difference
We deliver results, not just requirements. Which means going to the root of the issue and resolving everything so the tech just works and clients can focus on getting further faster.
What We Did
We rebuilt the whole infrastructure from the bottom up, starting with getting software licensing in order. Then we set up all computers with the new software, upgraded antivirus, and elevated files permissions and online backup.
Right after that upgrade, we overhauled the network to increase new infrastructure stability and decrease bottlenecks.
Building on the foundation of the elevated IT infrastructure and network, we also worked with the team to migrate to Office365, an email option that offers greater security in an area that had historically been a vulnerability.
Internal KPIs
Our team is always seeking to overachieve SLA metrics, comparing each of the agents’ performance with the average of the team and metrics from the prior week.
Identify and fix root causes of issues to improve overall performance and efficiency: We achieve this by taking a closer look into the causes of incidents (e.g. Network problems, printer issues, mail issues, etc… ) using labels to analyze volume and pinpoint seek root causes.
The Result
What was the outcome? Once we helped Argico regain confidence and stability of their operations, we upgraded their data center and IT infrastructure. We renewed their WiFi network. And we added new servers and a new firewall to their network.
We built a reliable system the client could count on so that they could redirect their focus to amplifying their impact. They could trust that when a client sent an email, they’d see it in their inbox. And if there was a cyber threat, it would likely be stopped in its tracks. And no matter what, their data was consistently backed up to a secure location so they’d never miss a beat.
External KPIs
Service Desk
- SLA: Service Level Agreement (Response time)
- We promise 90% compliance but we have achieved 95.1% for the past 8 months
Monitoring
- Health score: A weighted average of the systems’ health across various components like proactive monitoring, patch management, antivirus and server availability
- Our goal is to continuously keep the metric above 85%, the industry average is an estimated 60%
Ongoing Partnership
In preparation for Argico’s upcoming adoption of SAP Business One, a top ERP solution for automating key business functions for small to medium-sized businesses, we have partnered to help the ambitious distributor make the necessary network updates. For a seamless deployment of this money-saving tool,, we’re helping with the needed infrastructure, servers and wireless link (to connect the main office with the repair shop).