About Hansen

Hansen is an information technology systems and services provider. It develops, integrates and supports billing systems software for the utilities (electricity, gas and water) and telecommunications industries and delivers tailored outsourcing and facilities management solutions across a wide range of market segments.

The Challenge:

“We need guaranteed support for old equipment”

Hansen has business-critical technology systems deployed for clients across Australia on a wide range of hardware and software platforms.

Over time, many of their clients’ servers and other hardware had gone out of warranty and were no longer supported by vendors. However, given the mission critical nature of these platforms, their stability and reliability, clients were reluctant to go through the high cost of upgrading.

To continue to deliver high performance on legacy infrastructure, Hansen needed a specialist partner that could cost-effectively maintain and support these environments yet still meet non-negotiable service level agreements.

They had three key requirements:

• Guaranteed Delivery – with strict SLAs to meet, Hansen needed guaranteed response times and proven reliability from their IT partner
• Competitive Budget – they needed a solution that made sense financially for their business and saved money for their clients
• Predictable Spend – in line with their business model, Hansen needed predictable monthly payments rather than annual upfront fees

The Solution

“TRT were ahead on performance and cost”

After carefully assessing a number of suppliers on the market, Hansen appointed TRT as a business partner to work together in the maintenance and support of their clients’ systems.

Hansen’s Service Delivery Manager, John Bickford, explains why they chose TRT:

“The important factors for our business were quality and cost. We needed fees that made sense for our business and our clients’ businesses – but we also had no room to move on delivery quality.’

The relationship has developed and grown steadily over the last few years. It began with maintenance on out-of-warranty servers and has since expanded into broader equipment maintenance.

The Benefits:

“The guys at TRT are really easy to work with”

TRT were really flexible in the early stages in terms of agreeing to the service level agreements we needed.

We also worked closely with them to develop individually customised processes that suited the way our business operated. It is really easy to put equipment on or off maintenance on any given month as and when we need it, continued Bickford.

Hansen has a dedicated Account Manager who manages day to day enquiries and is available to discuss specific projects as needed. While this provides a single point of contact, Hansen also has access to technical engineers and transparent escalation procedures right up to Managing Director level.

Domenic Romanelli, TRT’s Managing Director, says that this level of response is very important.

“We understand that customers trust us with their mission-critical systems. In Hansen’s case we were also supporting their clients, so it’s critical that we’re fully accountable and transparent. If there’s an issue, we’re all over it.”

Following the success of the equipment maintenance services, Hansen is now looking more and more to TRT for advice and supply when purchasing new hardware and equipment on behalf of their clients.