Situational Summary
ServiceCentral provides web-based reverse logistics, service and repair management software solutions that enable companies to transform the after-sales service of product into a profit stream.
Founded in 1991, and headquartered in Atlanta, Georgia, ServiceCentral software is highly configurable and used to streamline workflows to track product returns, warranty, service, repairs & parts through the entire post-sales service chain. Their technology addresses the unique requirements and challenges facing service organizations in a variety of industries (e.g., Telecom, Cellular/Wireless, Cable/MSO, Consumer Electronics) across the US, Latin America, Europe and Asia Pacific..
ServiceCentral came to Accelerance in 2018, with an interest in extending their engineering capacity into Latin America. At that time, they were developing principally in the US, with a valuable team located in Russia. They selected an Accelerance Partner in Brazil and, almost three years later, the team has grown to almost 40 resources, providing a valuable role to the company’s growth.
However, the growing attractiveness of Brazil as an outsourcing destination has put upward pressure on price. While the current rate card is manageable, there is concern for the long term viability of the relationship if rates continue on their upward trajectory. This has implications on decisions that need to be made presently: should 2022 growth be with the current Partner or should alternatives be considered?
For that reason, ServiceCental has come back to Accelerance for options. The ideal would be to remain in LatinAmerica, but options in other regions can be considered if there is a compelling value proposition. Simply, they are looking for a Partner just like the Brazilian group, but one that could reset the relationship off a lower rate card, where annual increases could be more easily absorbed.
Our Recommendations
Accelerance has considered your objectives and partner selection criteria in the context of all members in the Accelerance Global Partner Network. Given your declared needs and objectives, Accelerance is delighted to introduce the below Certified Partners as our top aligned choices to work as a dedicated Partner.
These accomplished groups are excellent representatives of the 60+ Members of our Global Service Provider Network.
View the Partner Matrix
