There are very few industries where customer care is more important than the funeral business, which is why IT glitches of any kind are simply unacceptable.
As a result InvoCare, one of Australia's largest providers of funeral, burial and crematoria services, chooses to outsource its 40-server network and critical applications.
The company announced today it has extended its services contract with Australian IT company, Tripoint Corporation, for another three years.
It is the third successive managed services agreement InvoCare has signed with Tripoint since 1998.
Under the new agreement, Tripoint maintains accountability for InvoCare's core business applications, including Microsoft SQL Server, Microsoft Exchange Server, Epicor financial services and Citrix for end-user delivery.
Tripoint is also charged with managing more than 40 Wintel servers in multiple tier one data centres.
In its previous contract, Tripoint consistently met or exceeded its Service Level Agreements (SLAs), by using the ITIL framework to drive continuous process improvement and measuring customer satisfaction via ISO9001:2000.
As a result InvoCare has expanded Tripoint's scope of services over the course of its nine year engagement.
From initially providing hardware infrastructure and system integration, Tripoint has since been tasked with providing Business Continuity (BC) and Disaster Recovery (DR) planning (including implementing a hot DR site for core applications), WAN design and deployment to 140-plus sites nationally, and data centre selection and relocation.
InvoCare's general manager of information systems, John Brennan, said Tripoint has delivered via smart projects such as selecting Citrix technology for multiple, geographically dispersed offices, to assisting in the selection of a tier one data centre improving service resilience and reliability.
Tripoint's CEO, Ian Woollett, said the new agreement takes the partnership through until March 2010.
Invocare owns national brands including White Lady, Simplicity and Guardian Funerals.