Kodak Alaris Sets High Standard of Service Excellence for Spectra Logic

Spectra Logic is a global leader in data management and storage solutions, offering technologies like tape, disk, cloud storage, and hybrid systems. Delivering reliable services across the world demands not just technology, but unparalleled expertise, flexibility, and deep domain knowledge, which is critical in an era where data is the lifeblood of every organization.

For years, Kodak Alaris has served as a Spectra Logic field service provider, handling parts replacement and hardware services globally. This longstanding partnership reflects the unwavering trust that Spectra Logic places in Kodak Alaris.

A Global Service Team Built on Consistency and Trust

With its global presence, Kodak Alaris is uniquely able to provide quality coverage in 17 different countries and all 50 states plus Canada. Kodak Alaris currently services about 40% of Spectra Logic customers around the world, primarily in the eastern United States as well as all of Canada and parts of Europe.

The strength of the trust Spectra Logic has in Kodak Alaris is also due to the exceptional staff of over 300 experienced worldwide service engineers with an average tenure of 25 years. This seasoned group of professionals produces unmatched levels of customer satisfaction and service quality.

Kodak Alaris field engineers are highly skilled and thoroughly trained on Spectra systems. They also maintain their own internal escalation processes, procedures, and knowledge papers to maintain a high level of expertise and service delivery for Spectra products.

Field engineers contact customers to arrange appointment times within the customer SLA. Spectra then follows up with the customer to ensure that all tasks were completed properly and to the customer’s satisfaction.

When a field engineer from Kodak Alaris is on a Spectra Logic customer site, they are an extension of Spectra support. Kimberly Heintz, Support Infrastructure Manager at Spectra Logic, has been around to witness this success story for Kodak Alaris’s tenure. “The Services team at Kodak Alaris consistently possess a high level of technical knowledge, customer soft skills, and valuable experience on Spectra Logic equipment. We have complete trust and confidence in them. They communicate clearly and always get the job done for us.”

A Long History of Dedicated Service

Connie Emery, Manager of WW Field Service Partners at Spectra Logic, has been working with the Services team at Kodak Alaris for 17 years, and the consistently high service quality she has received has provided a reliable benchmark for defining success across Spectra’s large partner ecosystem. “I use Kodak Alaris as an example to all our other service providers for how they can be better. They are a shining example of how a business partner should be,” she said. “With expert support from the Kodak Alaris team, our install base has had a 0% error rate over the last year and a half.”

This expert care and commitment to quality has translated into a 90% first-call completion rate and 96% success rate meeting the parameters of customer SLAs.

Continual Review Ensures Future Success

From the start of the partnership, Kodak Alaris established and continues to refine a detailed internal call flow process which defines all steps throughout the dispatch process. The Kodak Alaris service system ties into a partner portal used extensively by Spectra support and logistics staff. To monitor ongoing progress, monthly operations calls, and quarterly business reviews are held between Kodak Alaris and Spectra Logic to ensure both companies are fully informed and functioning optimally.

This consistent refinement process ensures that success is not taken for granted and helps identify opportunities to further improve operations to get closer to perfection. This dedication to quality is why Kodak Alaris recently received the 2024 Excellence in Customer Service award from the Business Intelligence group, and it’s the reason Kodak Alaris has received exceptional Net Promoter Scores for many years.

The Services team at Kodak Alaris is proud to be a trusted business partner all over the world, helping companies like Spectra Logic position their business for growth and long-term success.

For more information on Spectra Logic technology and their innovative tape storage technology, watch this video: