Exceed SLA’s with a Fortune 500 Financial Institution

Enhancing ITAD Efficiency, Security, and Sustainability

A Fortune 500 Financial Institution sought a new IT asset disposition (ITAD) provider in search of improved customer experience. The search for excellence in ITAD services led them to Dynamic Lifecycle Innovations, initiating a partnership that not only met SLA requirements but exceeded them at every turn. The ensuing partnership led to a strong partnership, ongoing global expansion, and referrals to subsidiary organizations.

CHALLENGES

Improving Vendor Client Relationship

A Fortune 500 Financial Institution was facing challenges with its ITAD vendor, including:

• Meeting SLAs: The client struggled with their previous vendor to receive timely pick up, settlements, and reporting.
• Communication Breakdown: Keeping the client abreast of request receipts was important to ensuring their program was running smoothly.
• Value Return Challenges: Significant price hikes surrounding transportation, coupled with low ROI on resale, were not being addressed by the previous vendor.

THE SOLUTION

Partnership Built on Communication

Dynamic Lifecycle Innovations built a customized offering focused on providing premier service through:

• Exceeding SLAs: Dedication to a three-day timeline from request to pick up against an SLA of five days.
• High Levels of Communication: Dynamic commits to responding to all pickup requests within one business day.
• Stable Costs, Improved Value: By providing consistent costs, and improving on resale value and revenue share, Dynamic helped turn the clients ITAD program into a financial win.

Conclusion

From Consistency to Expansion

The collaboration between the Fortune 500 Financial Institution and Dynamic Lifecycle Innovations has set a benchmark in the ITAD industry for customer service excellence. with improvement in meeting SLAs, logistics costs, and a greater return than their previous vendor, the partnership has grown to include international locations. This case study exemplifies how improvements in operational efficiency can lead to a growth in partnership.