Getronics has been awarded a national contract for the on-site logistical management of personal computers built by Packard Bell, following in the footsteps of NEC which outsourced its logistics and support to Getronics in January 2001.
While NEC and sister company Packard Bell will continue to field incoming calls from clients and dealers from their own call centres, problems that cannot be fixed over the phone will be directed to Getronics. Getronics staff will then rectify any faults on-site, based on NEC/Packard Bell staff diagnosis.
NEC computers are sold through the channel to business customers, therefore both NEC channel partners and Getronics will undertake services work on NEC machines. In many cases, existing channel companies will provide services and only engage Getronics for the shipment of necessary parts. Packard Bell computers, on the other hand, are sold through retailers such as Harvey Norman, Myer and Dick Smith, and will be serviced entirely by Getronics.
Frank Kavo, national service and support manager for NEC/Packard Bell Computers Australia, said a similar strategy was in place for the vendor on a global basis, either through Getronics or fellow IT services company Unisys.
"The rationale is: we all work on what we do best," said Kavo. "We will stick to sales and the call centre, and outsource the logistics and services to somebody who does it best."