"HORIZON ELECTRONICS 1Source Telecom Solution suite of integrated telecom services presents a complete package of processes, technologies, and knowledge to effectively OUTSOURCE the ongoing support of PAMECO's telecom communication requirements. HORIZON ELECTRONICS has allowed us to increase branch level support services and control communications expenses while reducing both our departmental expenses and our internal processing costs."

Bob Howard
Director, Information Technology
PAMECO Corporation

The Client

PAMECO Corporation (www.pameco.com), a leading distributor of HVAC equipment and replacement parts to national service organizations and independent contractors, operates 280 retail and distribution locations in the United States and Guam.

As a distributor, PAMECO requires an extensive voice and data communications network to manage product inventories and service client demand. PAMECO utilizes frame relay, Internet, long distance, local and wireless services to support business operations. The company pays more than $3.6 Million annually to over 30 communications carriers for those services.

Challenge
Identify cost reduction and process outsourcing opportunities that could be acquired to reduce communications expenses, standardize vendor relationships, and improve communication services. Additionally, the solution must improve end user telecom support while reducing costs associated with providing support services and invoice management A/P processes.

Objectives:
•  Reduce communications support costs while improving end-user support.
•  Ensure the appropriateness of existing communications services.
•  Identify and correct provisioning service levels.
•  Improve Mean Time To Repair (MTTR).
•  Improve efficiencies through the use of standardized policies and procedures.
•  Minimize lost productivity associated with communication support.

Finding a Low-Risk, Cost-Effective Solution
Based on evaluation of several  management alternatives, HORIZON’s 1Source Telecom Solutions was the solution of choice for PAMECO because it met all of the company's stated objectives. "HORIZON ELECTRONICS presented a complete package of processes, technologies, and knowledge to effectively outsource the ongoing management of PAMECO's communications support requirements," said Bob Howard, Director of Telecommunication for PAMECO.

Because HORIZON ELECTRONICS has established partnerships with over 1600 + certified technicians, including Hawaii, Alaska and Guam, HORIZON ELECTRONICS was able to immediately provide PAMECO with trained staff, guaranteed services and hardware, standardized pricing and simplified invoice management. 1Source Telecom support staff evaluates each trouble call, determines the appropriate solutions and implements the approved processes to resolve the trouble. 1Source Telecom support staff confirms end-user satisfaction, then validates each location’s individual repair invoice, performs location cost allocations and  transmits consolidated remittance advise directly to PAMECO for consolidated payment.

"Standardization with our operating objectives and financial system was critical to improving productivity, reducing our processing costs and increasing the accuracy of expense allocation," said Howard. "HORIZON ELECTRONICS has allowed us to increase control of communications expenses and improve out MTTR, while reducing our support and internal processing costs."

Meeting PAMECO's Needs With An Outsourced Telecom Help Desk Solution
The 1Source Telecom Solution reduces overall telecom expense, improves management efficiencies and, most importantly, provides a higher level of support for the end-use, thereby improving profitability.  The 1Source Solution works with management to establish standardized communication service levels for end-users and approved policies and procedures. Additionally,  data is collected from each location and vendor to establish a profile.  Once consolidated, this information provides 1Source Telecom Solutions an efficient and cost effective tool to seamlessly support end-user requirements and control telecom communication expenses.

"The 1Source Telecom Solution business model provides clients with a means to significantly improve their bottom line. By standardizing telecom services, repair and move, add, change (MAC) costs and reallocating valuable technical resources, companies can focus on revenue generation across their core business," says Andrew DeSimone, President of HORIZON ELECTRONICS.

DeSimone says, "Armed with a powerful resource like 1Source Telecom Solutions, PAMECO has been able to:
•  Reduce staff required to support communication services and lower FTE costs.
•  Reduce internal processing costs.
•  Improve end-user support allowing employees to focus on core business functions .
•  Maintain control of communication service costs.
•  Installation and repair services guaranteed and performed to established standards..
•  Single point of contact for management and end-users.
•  Ensure communication billing accuracy and expense control. 
•  Costs accurately allocated to individual cost centers.
•  Develop accurate budgets and forecast costs more effectively."

Providing PAMECO 1Source Communication Services Management
As the complexity of managing PAMECO's communications infrastructure continues to increase, it was critical that processes and tools be in place to manage business change. “1Source Telecom Solution gives me complete control of all of my communications services support requirements. Now I can focus on evaluating technology options critical to our core business functions, versus managing day to day communication issues," says Howard.

In addition to its Telecom Help Desk Services, HORIZON ELECTRONICS has assisted PAMECO in standardizing its communications hardware and infrastructure.  Now PAMECO can truly take advantage of its economies of scale.

The Bottom Line
•  Decreased communication costs by controlling services and vendor charges.
•  Improved Mean Time to Repair and end-user support.
•  Avoided hiring 2 FTE's to process communications payables. 
•  Avoided hiring 3 FTE’s to provide MAC and repair support services..
•  Accurate accounting of communication expenses. 
•  Improved budgeting and forecasting.
•  Increased flexibility to evaluate service alternatives.
•  Implemented a process that enables continuous self-improvement.

To learn more about the IMMEDIATE benefits of HORIZON ELECTRONICS 1Source Telecom Solutions, please contact David Tims  866 446-1234, email david.tims@horizonelectronics.com.