The challenge

Outsourcing IT managed services for the first time

Hertz Australia had always managed and run their own in-house IT support but decided to outsource the provision of IT managed services for its New Zealand estate. The client wanted to benefit from faster speed of service, more predictable budgeting and costing savings. Hertz were understandably nervous about outsourcing for the first time, and with any downtime meaning the business comes to a halt, delivering a smooth transition and great customer support was going to be vital.

Fast local support

The client also wanted faster, more responsive support right across New Zealand. The previous approach had involved local resource being based in Christchurch that needed to travel across the South Island. This had resulted in resolution times which needed to be improved.

The solution

Shared IT strategy

Right from the get-go, our client had a clear direction they wanted to move their business in. By working closely with Hertz we were able to share their IT strategy and understand their most pressing priorities. This helped us deliver results by ensuring the services we provided supported Hertz to meet their goals.

Supply chain logistics for new hardware

When we started working with Hertz, it was part of their IT strategy to replace and upgrade every single piece of IT hardware across their New Zealand estate. We developed a supply chain logistics plan to support the smooth rollout of the new hardware.

The results

Smooth transition

We always strive to deliver value from day one and quickly learnt the ins and outs of the Hertz systems and their technology, meaning we were able to hit the ground running and ensure a smooth transition, putting the client at ease.

Integrated ticketing

Our technical team automated Hertz’s ticketing system to ensure it syncs in real-time with our own system. This gives everyone a transparent view of any issues being experienced across the IT estate and the time taken to solve them. We also worked with the Hertz IT team to setup secure access to their network, allowing our team to remotely connect and resolve issues fast. Taking this kind of partnership approach adds real value and increases service speeds. 

Fast nationwide support

With nationwide coverage, we’ve been able to provide increased service speeds for not only Hertz’s main centres of operation in Auckland, Wellington, Christchurch and Queenstown but across all 40 of their New Zealand sites. 

New hardware rolled out seamlessly

With Hertz working to replace all of their IT hardware across New Zealand, we implemented a plan that saw our teams receiving all the hardware and building the machines locally on site. Once built, we packaged and shipped the machines to their destination before supporting end users with getting setup.

COVID and remote working

When New Zealand went into level four lockdown at very short notice, the majority of Hertz users were not setup on their VPN and they didn’t have their phones correctly configured to allow for effective remote working. Our team worked hard to get everything setup over night with access to file servers and MFA (multi-factor authentication), allowing the Hertz team to seamlessly transition to remote working.