What Does the Company Do?
This client is a company in the tourism market, known for its all inclusive vacation offerings. It operates hotels in Mexico, Panama, the Caribbean Islands, El Salvador, and Costa Rica.
The hotel group has high growth ambitions in the tourism industry, which has led its leadership to pursue expansion into new markets, including new properties in Costa Rica and promising opportunities across several Caribbean islands.
What Was the Motivation to Seek a Single Provider?
Reduce costs and optimize operations.
The Caribbean is one of the most challenging regions to operate a business in, due to cultural and financial complexity. Working with multiple providers meant the client could not achieve a consistent standard of quality, and service rates were not unified across locations. As a result, IT support for their end users was becoming increasingly expensive.
The Problem
Importing devices and distributing them to end users was a major logistical challenge. Aging equipment was reducing operational efficiency and affecting employees, which ultimately led to lower quality service for guests.
- Fragmented logistics. Each branch purchased its own PCs independently and managed its own resources, creating inconsistency across locations.
- Freelance based support. The client relied on freelancers to install and maintain equipment one property at a time.
- Aging infrastructure. Equipment obsolescence made it difficult to find reliable support and maintain systems long term.
How Did They Get to Netser Group?
Netser offered a regional solution to the integrator managing the relationship with the end customer.
Netser implemented a service model built around certified, experienced engineers with true regional coverage. Being able to manage operations across multiple countries brought a 35% cost reduction in logistics and services, along with an 80% reduction in service response times.
The Solution
The integrator’s core focus was a DaaS (Device as a Service) model. Netser’s focus on service delivery made this partnership a strong fit, lowering both operating costs and response times across installation and support. This solution also allowed the client to shift its cost structure from CAPEX to OPEX.
- Monthly payments covering PC availability, updates, and support from experienced engineers
- Cloud services that removed the need for the client to invest directly in IT infrastructure outside its core business
- Greater available capital, as the client moved from a heavy upfront investment model to a more flexible OPEX structure
Action Plan and Services
A dedicated service leader defined the strategy to accelerate the rollout and deliver a positive impact for the client. Project methodologies were applied alongside specialized technicians to meet and exceed expectations.
Commercial: A financial model built around the client’s needs.
Operational: Supported by clear processes and methodologies.
Technical: Highly qualified engineers based in each required location.
Phase 1: Nationalization, logistics, imaging, and on site installation.
Phase 2: Ongoing support aligned to SLA commitments, with resource mapping matched to response times ranging from approximately 2 to 8 hours depending on the request.
Services delivered included: on site application installation, logistics, imaging, nationalization services, data migration, support, and storage.
Risks
Thanks to Netser Group’s experience, risks were managed without affecting the overall success of the project.
One major risk was the Covid 19 pandemic, which significantly impacted the tourism sector. Although the client had to pause parts of the project, Netser Group continued delivering the contracted services throughout.
Results Achieved
Netser Group successfully completed the regional project, covering logistics, importing, installation, monitoring, and support across multiple locations for this client. Costs were reduced, and the partnership has grown into a 5 year contract with planned gradual expansion.
- 35% decrease in operating costs
- 80% decrease in service response time
- 100% local and regional coverage
Lessons Learned
Having a dedicated Project Manager on each side proved to be a key factor in the solution’s success. This role was critical to achieving results, and both companies were able to align their goals effectively during the ramp up period.
The client was able to exceed expectations on both time and cost, supported by a single, experienced, and knowledgeable provider.
Future Plans
The client plans to expand its equipment under the DaaS model, and Netser Group is already preparing proposals to support these extensions.
“The key to success is always having an honest, effective, and highly qualified team.”
Libsen Baralt, Account Manager, Netser Group
Why Netser Group?
We are more than a partner. We are an IT services company with more than 20 years of experience, and we have earned the trust of our clients by becoming a recognized name in the technology market across the United States, Europe, and Latin America.
- Innovation
- Global coverage
- Brand recognition
- Cost flexibility