Provide a brief description of the Solution or Service provided.
Maxwell Paper was required to implement an MPLS Network across Seven Sites with a limited time allotment. For Communication Connections the project included end to end provision and implementation of MPLS and Security Appliances at all locations across Canada.
Describe what made your Service of the highest quality. Provide evidence of how the service benefited the customer’s business, e.g. measurable improvements in sales, revenues, cost reduction, productivity, lost time due to outage, etc.
The customer works on a 7/24 cycle with customers and vendors accessing their systems constantly. In order to have any disruption to this service, requested must be filed two weeks in advance. They are limited to a 4 hour downtime and it cannot be between the hours of 5:30am and 10:00pm. The customer has a 94% uptime SLA to their customers, hence there was no room for error. Although we were not physically implementing the MPLS Network we negotiated with the carrier to not only provide very aggressive pricing, but had a team dedicated to this implementation to ensure all requirements and paramaters were met. We provided the customer with everything they needed to give them the peace of mind they needed to move forward with us on this project.
Describe how services were delivered in a timely fashion and/or how response to a crisis was over and above the accepted norm?
From the beginning we set realistic expectations with the customer. We needed to ensure they were able to plan for the required changes. The customer was brought into the planning stages very early, allowing for a number of issues to be handled early on. When necessary, we were able to bring to the table the expertise the project required. We confidently prepared all sites with their security appliances ahead of the the cut date for MPLS and configured all to run on a MPLS Primary and Backup Link. A special request came in to the customer, which required this change to happen two weeks prior to the planned date. We went back to the carrier and came up with a plan allowing us to cut ALL sites to MPLS without disruption in ONE Day and without one hiccup. Even though we were presented with a crisis situation, we were able to overcome it and provided the customer what they needed when they needed it.
Describe how your services go beyond competitors to satisfy the needs of your customer(s). Provide examples or evidence of how your services are the better and why.
This implementation, aggressive at our own expectation, to cut seven sites to MPLS in one day, was key to the customer for their compliance readiness and we succeeded. We are leaders within our industry due to our approach to the project. We are not simply suppliers to our customers. We are partners. We are in it together with our customer. Our customers success is our success. Our customers failure, is our own failure. We are here to assist our customers to success and any scenario where we fall short of this is unacceptable. Evidence of our services being better is simply that the customer in question has continued to bring larger and larger projects to us for implementation. The customer see’s us as a part of their business, not an external partner. This is our niche and this is where we excel.