A colleague of mine had previous experience working with Riedel Networks, and suggested that they be included in the formal RFP process. Even though Kyocera Document Solutions Europe had never worked with Riedel Networks before, the company was a better fit for us than anyone else we considered. We were impressed by the service improvements we would gain, their pricing, and their reputation for flexibility.
Riedel Networks offers direct access to their level-two technicians as well as proactive monitoring of the entire network. If a network connection fails, my team would not have to open a ticket or wait ages on the support line with no guarantee of a positive outcome. When you work in IT, every minute you are on hold trying to resolve a failure is a minute that your colleagues may not be able to work, and that lost time can result in lost revenue for the business. With Riedel, I felt confident that having direct access to technicians would help us solve issues much faster.
Smoothing Out the Bumps of a Complex Rollout
My team got started on the project by designing the internal network, considering compliance and security requirements in EMEA region. After that, we met with the account management team and technicians from Riedel Networks, who we provided with our specific requirements for each site.
We took a two-phase approach to deployment. In the first phase, we connected our four most important data centers and sites. In phase two, we began to work on the remote sites. Throughout the summer of 2021, we will continue rolling out to all customers and sites on our pan-European network backbone.
We are pleased that the deployment is running so smoothly. Throughout the rollout, Riedel Networks proved to be as capable and flexible as expected. Even with a detailed and meticulous rollout plan, sometimes requirements change mid-deployment and everyone has to find a way to work around those changes. This is especially true when working on multiple sites across multiple countries, and each country has their own local concerns. Riedel Networks proved very responsive in adapting to anything and everything that came our way.
Proactive Monitoring Creates Cost Savings
As we continue deployment, we have already noticed that the network is more stable and the service quality from the customer perspective is much better. Troubleshooting is also quicker because Riedel proactively monitors the network and is aware of service outages, which they quickly address with their portfolio of providers in each country. Instead of arriving at work in the morning to find a mess, I find an email informing me that the alert set off at 2:15 a.m. was promptly resolved.
We fully outsourced network management to a company we can trust who will inform us when problems arise. No longer having to monitor these situations is of high added value to us as an internal IT department, and I can then feel good about reselling that service to our customers.