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Kelway picks up RM Education service support contract

Alex Scroxton

School IT supplier RM Education has handed Kelway a seven-year contract to provide service desk and warranty operations on its branded kit as it scales back its own commitment to hardware.

RM Education, which is currently undergoing a major internal transition after shutting down its PC business last year, hopes that backing off its hardware support functions means it will now be able to concentrate more on provision of software and services, including its RM Unify cloud platform.

Paul Lucas, director of classroom technologies at RM Education. "This means we will stop producing new RM PCs, Notebooks and Servers but with many such devices already deployed we are committed to continuing our excellent after sales service.

“We already rely on Kelway to deliver the majority of our field engineering support for hardware customers, and now we're entrusting them with our frontline hardware warranty support. This allows us to concentrate on delivering software and services, while knowing our customers will be properly supported at all times."

The deal comes in the wake of a successful two-year relationship under the terms of which Kelway has been handling field engineering support on RM Education’s behalf to schools and higher education institutions across the country.

It now takes charge of such functions as inbound customer call management, case management, field resource allocation and on-site engineer provision.

Although RM Education continues to hold overall responsibility to customers, the duo said that educational institutions would benefit from Kelway’s UK-wide support capabilities.

"We're delighted to deepen our relationship with RM Education," added Penny Williams, sales director, public sector at Kelway.

"Our experience in working with educational institutions in the public sector ensures that we understand RM Education's customers and their needs. Our team is delighted to build on two years of excellent work with RM Education, providing the support and services they need to help advance their corporate strategy,” she said.


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