Opening a new office is just the start of things when a business is growing - with new bases come new opportunities. So it was when Evergreen Garden Care in Australia were looking for a new support partner. With Waterstons’ Australian offices up and running, and with an already-established relationship with Evergreen in Europe, we were well-placed to take on the day-to-day support in Australia as well.
Waterstons and Evergreen Garden Care have worked in partnership since their carve-out from a previous parent, Scotts, following investment from Exponent Private Equity. During the transition process, Waterstons provided project and programme management, technical infrastructure implementation, and consultancy support for their SAP roll-out across the European businesses and in Australia. As a result, we were already familiar with the Australian business, and of course they knew us pretty well too.
Taking over a support transition from the incumbent provider gave Evergreen and Waterstons a great opportunity to deepen our partnership and to identify opportunities for service improvement. With our focus on always doing the best for our customers, we took these opportunities very seriously – and we’ve been rewarded with great feedback from Evergreen on the level of service they have received, and the quality of support and maintenance given.
Improving resilience and reliability has been another area in which considerable effort has been expended; and whilst operating on the opposite side of the globe to our European offices naturally presents challenges, it also presents opportunity – with our Service Desk now able to offer a staffed 24/7 support package. UK-based colleagues hand over support to their Australian counterparts on a ‘follow the sun’ basis, meaning we have been able to provide Evergreen Australia with support during working hours whilst also maintaining and upgrading systems in their out-of-hours; meaning reduced in-hours downtime and more reliable and resilient systems.
Of course, the 24/7 model also means Evergreen Garden Care in Europe benefit from the same advantage in reverse, with our Australian colleagues able to take care of downtime windows for maintenance, patching, and the like during their normal working day. No matter where in the world Evergreen Garden Care staff log on, they can be assured that their systems are up-to-date and ready to go, safe in the knowledge that downtime during the working day will be very rare.
These new ways of working with Waterstons as their global 24/7 support partner have been well-received by Evergreen; with improved support service, an open and transparent partnership approach and consistent support outcomes day and night.
All over the world, Evergreen’s customers trust their products to help their gardens grow; and Evergreen trust Waterstons to give them the tools they need, all day, every day, to help their business do the same.
Good support isn’t just about fixing things when they break. It’s giving businesses nutrition to grow.
Our business runs across continents and around the clock, so our partners need to do the same. The 24/7 service desk has proven itself in supporting our business with large and small issuesMartin Lofnes CFO