Servcorp

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Servcorp takes its workspace solutions to the next level with self-healing global network

Client: Servcorp

Location: Australia

Established in 1978, Servcorp is the world’s leading premium office, co-working and virtual office provider, providing services to clients in 150 locations across 23 countries, including exclusive business hubs like One Mayfair Place in London and One World Trade Centre in New York. With service level guarantees of 99.99%, Servcorp’s business model relies on impeccable uptime and uncompromising quality – both in its customer care and underlying network infrastructure which powers its unique workspace technology.

CHALLENGES

  • Unreliable network
  • Low degree of scalability to support future growth
  • Lack of technical support for network issues

SOLUTIONS

  • Dedicated capacity using NTT Com’s Global IP Network (IP Transit)
  • High-availability, high-bandwidth, self-healing VLink solution
  • 24x365 local support team

BENEFITS

  • 100% uptime to all Servcorp regional hubs worldwide
  • Significant reduction in time spent on network maintenance, freeing up staff to focus on core service delivery
  • 20% reduction in support tickets

Established in 1978, Servcorp is the world’s leading premium office, co-working and virtual office provider, providing services to clients in 150 locations across 23 countries, including exclusive business hubs like One Mayfair Place in London and One World Trade Centre in New York. With service level guarantees of 99.99%, Servcorp’s business model relies on impeccable uptime and uncompromising quality – both in its customer care and underlying network infrastructure which powers its unique workspace technology.


CHALLENGES: Bringing network performance and requirements in line with customer expectations

Servcorp’s value proposition relies on near-100% uptime to support its customers’ time-sensitive and mission-critical business needs. The company’s global MPLS network, however, had become unreliable and unsustainable with a provider that failed to understand the requirements of its customer. Initially selected to keep costs low, the incumbent network’s reliability and performance had been unable to meet Servcorp’s expectations of high availability, minimal maintenance and growth.

WE REQUIRED A SOLUTION WHICH WOULD NOT ONLY GIVE US THE PERFORMANCE AND RELIABILITY THAT WE NEEDED, BUT DO SO WITHOUT NEEDING CONSTANT HANDS-ON ATTENTION

“Our previous network’s lack of scalability was holding us back – it was hindering our ability to regionalise our key infrastructure,” said Daniel Kukucka, Global Chief Technology Officer of Servcorp. “Our IT personnel were spending large amounts of time trying to support, monitor and prioritise data on the network instead of focusing on initiatives that would grow the business: we needed a solution which would not only give us the performance and reliability that we needed, but do so without needing constant hands-on attention.”


SOLUTIONS: World-class uptime and scalability on NTT ICT’s VLink Solution

Having previously enjoyed strong service levels with NTT Communications ICT Solutions (NTT ICT), Servcorp turned to the technology provider to bring stability back to the global platform. Given Servcorp’s need for flexible and resilient bandwidth, NTT ICT proposed moving the company’s network onto Virtual Link (VLink), its point-to-point LAN architecture built on the NTT Global IP Network.

Unlike other network configurations, VLink’s point-to-point nature provides seamless connectivity between any two customer sites, along with unlimited bandwidth and a self-healing ability that directly addressed Servcorp’s downtime issues. NTT ICT also offered Servcorp its 24x365 local support services, giving Servcorp on-call access to NTT ICT’s local engineers for all regional hubs in the US, UK, and throughout Asia Pacific.

“Our previous network’s bandwidth limitations and performance issues had limited our ability to provide a consistent full-service experience to our customers,” said Kukucka. “VLink has allowed us to focus on the acceleration of our growth and business, without having to worry about our infrastructure. Global connectivity with VLink is an elegant solution to the reliability and inconsistency that used to keep our teams up late at night. And having a local point-of-call for any issues has really given our teams peace of mind – we know that we’ll get the fastest and most comprehensive response possible.”


BENEFITS: Customer-centric infrastructure for faster global growth

Since implementation, VLink has reduced operational effort by 20%, and significantly cut the costs of infrastructure maintenance. The solution has also supported the global roll-out of new services like a mobile VoIP application – Servcorp OneFone, which allows clients to use their home location number while roaming in other locations around the globe. Most importantly, Servcorp has suffered no unplanned outages or network drops since transferring to NTT ICT’s solution – a critical win for the company’s reputation in the increasingly competitive workspace market.

SINCE IMPLEMENTATION, VLINK HAS REDUCED OPERATIONAL EFFORT BY 20%, AND SIGNIFICANTLY CUT THE COSTS OF INFRASTRUCTURE MAINTENANCE

“Whenever we need something, the NTT ICT team is there; when we need agility, they demonstrate themselves to be some of the nimblest operators around. Our industry is changing at an incredibly fast speed, and NTT ICT’s robust network infrastructure has given us the confidence to focus on our own ambitious growth and expansion strategy,” continued Kukucka. Having partnered with NTT ICT for another four years, Servcorp’s leadership has plans to work with the IT provider on deeper value-added services that will support its growing range of digital offerings. “NTT ICT brings a level of innovative solutions design and quick thinking to the table that have already seen us through some extremely complex challenges,” said Kukucka.

“I’ve been impressed by the fresh perspectives and passion that their team constantly demonstrates, and I’m looking forward to working with them on a far greater range of projects that build the Servcorp brand globally.”

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