Company: IBM, Armonk, NY
Company Description: IBM is the hybrid cloud and AI technology and services company, focused on providing client value through a combination of technology and business expertise. IBM solutions draw from an industry-leading portfolio of capabilities in software, consulting services and a deep incumbency in mission-critical systems, all bolstered by one of the world’s leading research organizations.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Back-Office Customer Service Team of the Year - Technology Industries
 Nomination Title: AP Global Loaners and Trials Team
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 192 words used.
The Global Loaners and Trials (GLT) team is part of the Enterprise Asset Management organization within IBM. The mission of the team is to be the global provider of loaner and trial services on behalf of IBM brands to clients to accelerate sales and achieve client success. Trials are used to encourage new sales to clients while loans may often be used to assist clients out of critical situations.
The global team supports multiple brands and has a universe of assets under their control including several thousands mainframe, power, storage, SW appliance assets with a gross asset value (GAV) over $135M. Over 3000 of these assets (GAV $102M) are currently assigned out on client requests and the remaining are available in a geo-based hub if a client need arises. The global team is organized into three separate geo-based teams based out of the US and Mexico for Americas; Slovakia for Europe; and Singapore and Malaysia for Asia Pacific (AP).
The AP GLT team has consistently worked as one team to exceed client expectations. The team acts with a sense of urgency to ensure needed equipment reaches IBM clients as quick as possible.
- Outline the team's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 248 words used.
Examples of team's achivements and the outstanding support that led to sales:
- When a client in Taiwan needed a system within 24 hours for their high-volume month-end activities, GLT coordinated and engaged different teams to complete the approvals, contract signing, and delivered the system the following day. As a result, the sales team closed a $2.5M deal.
- A client in Malaysia requested to schedule the microcode installation after office hours, GLT was on standby from Friday night to Saturday morning to ensure the installation was successful. The sales team closed the associated deal valued at $0.5M in March 2022 and in June the client awarded IBM a new $14.7M deal.
- A client in Thailand was satisfied with the fast turnaround time on a loan request to upgrade their system capacity and awarded IBM a $7M deal.
- A client in Thailand had a new project where IBM needed to compete with other competitors. GLT supported the sales team with a trial solution, which resulted in winning the project of $1.5M.
- With the support from GLT, the sales team completed new application performance testing for a client in Vietnam. The client was satisfied with the performance and awarded $0.7M deal to IBM.
- A client in Korea decided to upgrade their current system due to the increase in volume of online transactions. IBM competed with several competitors, but the client was satisfied with the reliability and performance of IBM system and awarded $2M deal to IBM.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 114 words used.
The AP GLT team has consistently performed as one team going above and beyond to meet customer needs and exceed expectations. The team always acts with a sense of urgency to ensure needed equipment reaches its desitnation as quickly as possible.
The AP GLT team supported the IBM Sales team in numerous urgent requests that resulted in wins in the marketplace. From January 2022 to August 2023 this team delivered a total of 28 Wins with revenue $41M. In addition, the GLT team supported 6 urgent (CRITSIT) loan requests enabling IBM to meet its client expectations. GLT received favorable feedback from the clients and the sales team for the prompt response and efficient support.
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