Cisco boosts spares service

Networking giant Cisco has unveiled its plan to set up bonded warehouses across the Middle East and North Africa (MENA) region, providing business partners with quicker and easier access to customs-cleared spare parts.

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By  Stuart Wilson Published  March 22, 2005

Networking giant Cisco has unveiled its plan to set up bonded warehouses across the Middle East and North Africa (MENA) region, providing business partners with quicker and easier access to customs-cleared spare parts. Focused on Oman, Qatar, Jordan and Lebanon, the new service will enable partners to offer improved service level agreements to their customers. “Cisco is committed to its regional customers and so has worked hard to implement this solution, which will greatly ease their access in the region to Cisco parts and hardware,” said Ghazi Atallah, general manager at Cisco Systems Middle East. Working with global express and logistics companies, the latest logistics move by Cisco will make it easier for partners and customers to access customs-cleared replacement parts and equipment, accelerating delivery times and simplifying the financial process. “This move is an important part of Cisco’s concerted business expansion across the Middle East and strengthens the market position of our partners and serves the end users,” Atallah added. Spare parts required to support customer service contracts can now be delivered from local bonded warehouses in Bahrain, Kuwait, Oman, Qatar, Saudi Arabia and the UAE as well and Egypt, Jordan, Lebanon and Morocco. Tarek Ghoul, GCC channel manager at Cisco, explains the impact on SLAs: “Cisco resellers offer different SLAs to customers in these countries — ranging from ongoing system software updates to standard next-day hardware replacement. In some cases, we even provide a two-hour callout and replacement service.” “The opening of the local depots ensures our partners can provide the level of onsite service that customers demand, even if it is two-hour, four-hour or next-day SLAs,” Ghoul added. Prior to Cisco’s expansion of its spare parts logistics infrastructure, partners and end-users had to source the majority of kit from a central Cisco warehouse in the Netherlands meaning longer lead times. Cisco’s latest move is indicative of the increasing level of sophistication in the MENA channel and the ability of vendors to introduce advanced business models as the region’s installed base reaches a critical mass.

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