Lenox – IT Services Case Study

Lenox Obtains “Rock Solid” Hardware Support Services from ISS Solutions

Company: Lenox Group Inc.
Headquarters: Bristol, PA
Business: Market leader in manufacture and sales of giftware, tableware, and collectables

Overview

Challenge: Obtain transparent business continuity for 62 high-end servers and 35 printers, which undergo heavy usage, especially during seasonal peaks.

Solution: Contract with ISS Solutions for 24x7x365, four-hour delivery of parts and hardware repair.

Benefits:

• Ensured business continuity through parts sourcing and repair of all servers and printers within four hours—on any day, at any time
• Consolidated maintenance under one contract for servers of varying age, warranty status, and manufacturer
• Met erratic business demands during seasonal peaks through “impossibly” fast and cost-effective purchase of urgently needed hardware

Lenox manufactures and ships thousands of boxes of giftware to retailers—Most of these shipments are sent during the holiday rush between October and January. If one of the heavily used Zebra printers goes down, shipping is slowed until repairs are made. Depending on how long the printer is down, inventory might not reach retailers promptly, negatively impacting important holiday sales figures.

Through its partnership with ISS Solutions, Lenox has altogether avoided this situation. Zebra printers have been fixed within four hours of a simple phone call to ISS Solutions. In fact, during their eight-year partnership, ISS Solutions never has taken over four hours to fix a Lenox printer or server.

Lenox trusts the same company that maintains their critical printers with server maintenance and hardware purchasing.