Managed Services Provider
SCC
Category
IT Systems Reseller/Managed Services Provider of the Year
Entry Description
At SCC, our managed services offering stands out from the competition – we don’t just win business, we build lasting partnerships that we continue to nourish.

We help revolutionise our customers’ IT

In the past 12 months we have moved our clients’ hosted-workloads to the public cloud where we have seen performance or commercial benefit. Such instances include scalable commercial booking systems and website applications.

One of our biggest achievements was working in a collaboration with AWS to design, build and launch a public website to support the NHS through the pandemic. The hospitals had a need for training staff on how to put on and remove PPE correctly to make sure they did not contract or spread coronavirus. SCC stepped in to help architect and deploy the infrastructure to run the website in AWS, free-of-charge, in just 48 hours.

For our long-standing partner, WHSmith, we’ve demonstrated our commitment to the relationship, resulting in a 5-year contract renewal late last year. After successfully completing a service transformation in 2015, where we moved their IT in our data centres, we saw they were ready for the next step. We wanted to keep nourishing this partnership and saw the potential of moving them to a fully migrated private cloud solution.

By doing so, we have removed equipment obsolescence, removed issues with technical debt and reduced risk related to legacy estate. We’ve also reduced the risks of outages and downtime, so they can carry on delivering their services without costly interruption.

COVID-19

In fact, we have been there more than ever through the recent pandemic, performing outstanding services, such as:

• Setting up a service desk in 48 hours for ESL
• A dedicated team working two full weekends and long weekdays to get 3,500 global Atradius staff working from home
• For Gist, within 48hrs of the request, we were able to double the Internet bandwidth from 100Mb to 200Mb into the DC
• Providing our customers with 14,000 headsets, 40,000 laptop devices and 30,000 keyboard and mice, to enable homeworking



Investment

We have invested heavily in our Managed Service offering this past 12 months, including launching version 2 of TrinITy, our AI chatbot, expanding our Romanian HQ, which provides UK and European customers with 24/7 access to over 1,200 skilled staff, dedicated to flexible support solutions to meet their needs; and finally our new dedicated public cloud offering, Oworx.

This new business function focuses uniquely on solutions that help customers scale and thrive in the Public Cloud. Oworx blends innovative technology and tooling with
some of the country’s leading technical experts to help transition customers to the
Public Cloud more quickly and more securely. Once there, we then help customers to
thrive through our innovative managed services and support.

SCC’s Managed Services in Numbers

Over the past 12 months, our managed services offering has grown exponentially:

9% services growth in UK
11% services growth across EMEA
17% UK data centre operations growth

Our Service Desk also has impressive stats:

13s Average answer time
<1.5% abandonment rate
78% First time fix
99% incidents fixed at the desk withing customer SLA
>98% customer satisfaction rate
2.4m+ Tickets per year


Helping our customers and vendor partners

SCC’s dedicated team worked two full weekends and long weekdays to get 3,500 global Atradius staff working from home, standing up specific environments for. Atradius business units to work effectively.

“SCC has done a really greatjob for us, working day and night. The great achievement is that we now have the whole company remotely working without any restrictions. A major success and just reward for our colleagues in SDI and SCC who have worked so hard and so well together over the past three weeks to get to this point.”

Dr Jörg Müller,
Group IT Director
Atradius


“A huge thank you for assisting NHSBT today in such a critical situation. As explained, we were struggling to provide some key services to the country and with the COVID-19 issues, nobody needs such outages at the moment. So thanks for picking up the phone early this morning, responding with deploying an engineer directly to the cabinet before calls
were raised in Croatia, saving us precious time in getting us 100% Operational again.”

NHS Blood and Transplant
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“SCC is a long standing Microsoft partner that has worked with our mutual clients to drive great customer business outcomes and customer satisfaction across the Cloud and on premise Microsoft Solutions. SCC’s ability to offer managed services as well as hybrid compute and consulting services enables them to provide a wide range of solutions to meet the needs of our customers.”

Alex Smith
Cloud Scale Partner Lead
Microsoft
Supporting Documents