While some of its competitors tried to upsell to Shriram by clubbing the security solution with other requirements, a few others tried to woo Kumar with lower pricing. Not one to compromise on features, Kumar carefully studied all the proposed solutions. SNS pitched a Fortinet solution, while others proposed different brands. With so many remote offices, Shriram's requirement was clearly unique—a point that most of the bidders overlooked. The proposed solution from SNS had all that Shriram was looking for—centralized management, reporting, high throughput, web filtering, and web blocking among many others. The POC run by SNS finally sealed the deal.
"Once we understood Fortinet is better, we approached SNS and it immediately provided a POC, which was impressive. Other players could not really produce any satisfying results. One of the POCs by a player even went totally wrong," says Kumar.
It turned out that winning the deal was only half the battle. "Even though we were aware that SNS was better in many ways, we were concerned about a pan-India deployment. Most of our remote branches had no technical staff and this would have made remote deployment a tricky affair," says Kumar. Though SNS had presence in nine locations in the country, did the SI have the bandwidth to handle such a high-volume deployment? The question was looming large. The team worked on a master plan to remotely deploy the UTM boxes at all remote locations within a short span of time.
Without much ado, the technical team trained the engineers present in all the 60 regional locations of Shriram on the new technology. These engineers in turn executed on-site deployments in many of the remote locations that came under their region. SNS had dedicated resources to remotely help deploy boxes in locations in which no technical support was available.
Kumar does not regret the fact that SNS came at a premium; definitely not after experiencing the best-in-class post-implementation support offered by SNS. And those are not SLAs that exist on paper only. Any technical staff from Shriram can directly speak to an engineer at SNS in the event of technical glitches or support issues—no call centers or no multi-level procedures.
"It's important to give a personalized touch to support. We don't provide the kind of support where the customer has to wait for hours after logging a call," says Mehta. And Kumar is quick to agree. "Its commitment is very impressive as it has a young and enthusiastic technical team. We could get the resource on time and to be very frank, we have never faced any discomfort with SNS ever since we started working with the SI," he says.
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