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Case Study

Perle Systems

Perle provides connectivity technology with serial to Ethernet, Ethernet to fiber and device networking.

Headquarters:

Ontario, Canada

Trading:

Worldwide

Industry:

Original Equipment Manufacturer

Equipment:

Repairs of network devices

The Aim

Perle Systems firmly believes in robust service and support for its existing customers, for example with its lifetime warranty provision.

Complementing this, Mercom…


Carries out warranty repair on Perle equipment in the United States and Europe;


Co-ordinates logistics to return fixed equipment on Perle’s behalf; and links closely with Perle so that their customers can benefit from a seamless repair operation

Specifics of the Solution

Mercom has carried out repairs on behalf of Perle since 1999. When deciding on how to address the area of customer repairs, Perle was welcomed when inspecting Mercom’s depot repair center based near Houston.

During this time, little has changed when it comes to the basic workings of the repair process. A customer notifies Perle if any issue arises with their equipment and that comes back to be either fixed or replaced free of charge.

Additional Implementation

The personal service that customers can expect from Mercom is highlighted in the relationship with Perle Systems. Mercom’s team is always on hand to assist with any area so that the outsourced arrangement runs smoothly both for Perle and its customers.

Introduction:

Perle provides connectivity technology with serial to Ethernet, Ethernet to fiber and device networking. Serving corporations including GE, HP and Marriott Hotels, their products allow them to: link networks across multiple locations; transmit data securely; monitor and control network devices and appliances remotely, plus all related applications.

Perle have been experts in this area for over 30 years and meet the needs of customers who are located in over 65 countries. Their

customer focus is reflected with ISO 9001:2008 certification for quality assurance in production, installation and servicing.

These high standards translate to Perle’s warranty provision. They are renowned for offering lifetime cover as a standard feature on nearly

all of their products. 

Book Service

The relationship between Mercom and Perle Systems has been consistent for a number of years. Mercom compliments Perle’s operation as the company develops and adds new products. For example, with an upcoming launch of a new media convertor, Perle will supply Mercom with samples and details should any repair work eventually come through following release.


Mercom can provide a valued service to original equipment manufacturers who favor the responsiveness that vendor repair can deliver. Outsourced repairs can free resources and allow an OEM to operate smoothly, as vendors in key strategic areas can complement their overall customer service.


"Mercom is available both in the US and the UK (EMEA) because it is more customer effective for our products to be serviced in the regions where they are purchased and installed."



- Wayne Warpula, Perle Systems

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