Overview
Promim is an Australian owned company, which provides services to companies in the ICT industry. We deliver quality assured services in:-
- Project management
- Hardware Installation and
- Maintenance
Promim is a service channel concentrator. We interface between multiple providers of IT services/solutions and their customers. Promim does not sell hardware products or solutions. We assist our clients to implement their solutions, and to install and maintain their product.
Promim at-a-glance
- Headquarters: Brisbane, Australia.
- Service Centre Network reach: Australia wide (capital cities, regional and rural areas), New Zealand, Fiji, Western Samoa and Papua New Guinea.
- Service Centre Network access: 650 plus technical engineers throughout 140 service centres nationally and internationally.
- The Promim Call Centre (PCC): is custom built for 24 x 7 call handling of Multi-Client Multi-Service Provider support
- The Promim Technical Assistance Centre (TAC): provides our client's customers and on site engineers with direct connection to Promim's TAC engineers who are responsible for supporting our client's specific product lines.
- Promim's Project Management: specialises in rollouts for multiple sites over a large geographic region.
- Current clients include: Avaya, Alphawest, Blue Connections, Cerulean, Commander, HDS, HP, IBM, Mincom, Sun Microsystems, Telstra and Seccom Networks.
- Client's Customers: State and Federal government departments and agencies, banks, major retailers, industrial services and mining corporations.
How Promim Operates
We are a service channel concentrator that assists multiple clients to implement their solutions, and to install and maintain their product for their customers. The fact that Promim has a Service Centre Network of 140 service centres with 650 technical engineers over a large geographic region ensures that no matter where or when one of our customers has a problem, a solution is close at hand. Promim's clients can manage their jobs via the Promim Call Centre (PCC) and receive assistance from our staff in the Technical Assistance Centre (TAC) and the Project Management team.
Quality of Promim's service is assured
Promim delivers quality assured service to client's customers.
You can have peace of mind knowing that Promim's quality service ensures that you can honour your obligations to your customers. Promim's quality system allows for the complete customisation of call management procedures. Promim's Service Centre Network can manage individual client's customers and sites according to the client's customised procedures/protocols.
Promim has an ISO9001:2002 Compliant QA system in place.
Promim is listed as a self assessed quality assured supplier with Queensland Government Purchasing.
Promim is a signatory of Government Information Technology Contracting (GITC).
Our number is Q-1771.
Promim's Project Management
Promim's Project Management service provides you with access to experienced project managers who administer delivery services in support of our clients. Through extensive industry knowledge and experience the project management staff at Promim can support our clients in implementing organisation-wide technology installation upgrades. Promim specialises in rollouts for multiple sites over a large geographic region.
With over 15 years ICT industry experience our senior project management staff can ensure quality across all the delivery services Promim provides to its clients.
The Promim Call Centre (PCC)
A call centre dedicated to the needs of our clients operates 24 x 7 and has a call capacity of up to 75,000 calls per month. The Promim Call Centre is a centralised support centre custom built for Multi-Client Multi-Service Provider support.
The Promim Call Centre manages jobs for you according to your protocols. The call centre allocates our client's jobs to the appropriate service centre, monitors the progress of the job and regularly reports progress details back to the clients.
Promim's Technical Assistance Centre (TAC)
Promim has a Technical Assistance Centre (TAC) at the Promim headquarters. The TAC is staffed by skilled engineers who provide diagnostic, help desk and technical support to our client's customers and to field engineers on site. The customer or on site engineer is connected directly to TAC engineers who are responsible for supporting our client's specific software and hardware product lines.
Promim's Service Centre Network
Promim's Service Centre Network consists of independently owned ICT service businesses. Promim's business model for its dealing with these independent operators is equitable and generous. Promim has thereby ensured that it has access to the best operators in the business.
Entry to the network is restricted to those who, after rigorous assessment, have successfully demonstrated:-
- excellent technical skills,
- suitable business premises,
- competent management ability,
- high quality customer relation skills,
- a respected business reputation,
- high skills across the full IT hardware range from basic peripherals, desktops and servers through to LAN/WAN equipment,
- high skills across the full Microsoft Platform.
Continuing membership of the Service Centre Network is dependent upon:-
- compliance with Promim's Service Centre Manual (including client's service protocols),
- successfully meeting skills standards assessed by means of the Quarterly Skills Survey.
Promim sponsors the roll out of additional technical training to upgrade the skills of the Service Centre Network technicians. Promim provides a combination of training opportunities through Promim's in-house trainers, ITIQ Plus and client proprietary training. Client proprietary training through roadshows, classroom and computer based training is promoted to members of Promim's Service Centre Network.
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Channel Concentrator
The ability of major organisations in the ICT industry
to place sufficient volumes of work through a regional service channel is
diminishing primary due to the increased reliability of ICT hardware
and the fact that most companies how have highly skilled operators in their
call centre who can fix the majority of faults over the phone or online.
This means that as the onsite work diminishes, each
company's influence in enforcing Service Level Agreements (SLA's) on regional
service agents declines. As the ability of each national organisation to
sustain an independent service agent network diminishes, the opportunities
for a channel concentrator increases.
A channel concentrator has the abilty to combine the
service volumes of a large number of these organisations through a single
service channel and thus have sufficient economic influence of the Service
Agents income to demand and receive prompt attention to the Channel Client's
service requests.
Our Service Network covers all of Australia and New Zealand, serviced from 114 offices.
In addition ProMIM has 11 specialist cabling Service Centres across Australia and New Zealand.
We also have Service Centre representation in the Western Pacific in the following
locations.
· Papua New Guinea,
· Fiji and Western Samoa.
Target Market
The executive team at ProMIM has recognised
that a number of major players in the ICT Industry do not have enough
experienced Project Managers on staff to cope with peak load conditions.
As a result, inefficiencies in project design and delivery can lead to significant
cost overruns and a reduction in end customer satisfaction with project
outcomes.
ProMIM
has engaged the services of three very experienced Project Managers with
more than 65 years combined industry experience. This allows ProMIM to offer
peak load support to its clients across a wide range of ICT projects.
Contact Details for ProMIM - Sydney
Steve Smith – Business Development Manager NSW and ACT
Phone: 0404 612 126
Email: sydney@promim.com.au
Our
Service Centre Network
ProMIM's service delivery model focuses on the relationship with our
Service Centres. The service performance they provide for our clients is rewarded
by a return of upwards of 75% of all fee income to the regional service centre performing
the work. In addition those Service Centres who invest in ProMIM benefit from the
profits generated, and further increases the returns to regional Australia.
Our Service Supplier Network
is made up of privately owned, regional service businesses that have passed
a rigorous assessment of their technical skills, business premises, management
ability, customer relations skills and their business reputation. Medium to high
skills across the full IT hardware range from basic peripherals, desktops, and
servers through to LAN/WAN equipment are the minimum requirement for entry to the
network. They must also have high skills across the full Microsoft Suite of products.
In addition ProMIM sponsors the rollout of additional training to
upgrade the skills of Regional IT&T technicians.
ProMIM will store spares at our Regional Service Supplier Locations
to ensure our clients can meet tight SLA’s. Such spares are stored in quarantine for the exclusive use of the
client.
Call Centre
ProMIM has a Call Centre that is custom built for Multi-Client
Multi-Service-Provider support
The ProMIM Call Centre has
a call capacity of up to 12,000 calls per month. The call centre is supervised
by staff with 5 years experience in managing regional service providers
and successfully delivering service outcomes for a number of major ICT
hardware companies in a wide range of product groups. These call centre staff have excellent rapport with the management
and staff in ProMIM’s Service Centre Network.
Phone 1800 330 012
Fax 1800 880 148
Email callcentre@promim.com.au
Directors
Garry Pennell (MD) holds a degree in Business Computing and Marketing. Garry has been involved in the IT Industry over the past 28 years.
He has extensive experience in Management Consulting and General Management.
Peter Hurst was formerly Managing Director
of Silicon Data Pty Ltd until the company was sold to the Volante Group.
Paul McLaren is Managing Director of Capital
Stock Brokers Limited, a Director of the Papua New Guinea Stock Exchange,
a Director of the Asthma Foundation, a Director of Ormiston College and
a Director of Yambank Pty Ltd.
John Corney has been involved in the IT
industry for more than 27 years. He has worked for Silicon Data, Memorex
Telex and The Nine Network in IT management roles.
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