Good customer service helps keep Brunel University on top
As the 2012 Olympics approaches, Brunel University has transformed itself into one of the country’s top sporting institutions. Thanks to support from IT provider, XMA, the University knows the IT systems it relies on for success are robust, reliable and value-for-money.
"XMA helps makes everything that bit smoother.”
Those are the words of Janet Al-Karaghouli, senior retail officer, at Brunel University’s 
computer centre. For her, the helping hand has been particularly welcome because, while already one of Britain’s most well- known and respected Universities, Brunel has faced new, ambitious challenges since its hometown, London, was chosen as the location for the 2012 Olympics.
Al-Karaghouli explains: “As the top University for sport, Brunel has invested £14million in infrastructure to help us meet the challenge of the forthcoming Olympics. As part of those improvements we were also given the chance to completely revamp our printing solution.”
“We can buy goods anywhere but it’s the service as well that we need. If we have a problem XMA can sort it out. They are the middle man between us and the manufacturer and, because they have good relationships with the manufacturer, it gets sorted.
“We can order something from the web but, without that service, who do you go to afterwards? We could spend hours trying to sort out problems when, really, we just need to ensure our IT systems are working constantly and not sitting idle.”
XMA also provides Brunel with some of the computing equipment it provides for its large team of staff. Al-Karaghouli explains: “Our workers have access to desktops and 
laptops and we tend to prefer Toshiba goods. XMA helps deliver whatever we want and the pricing is always good.”
Reliable supplier
For Brunel the ability to rely on XMA is vital. Al-Karaghouli says: “The University’s computer centre runs the entire network and all IT services for the University.These days, Brunel is very much like a corporate company; IT is top of the list to run the University, to deliver the best possible student services and to keep our ‘business’ going.
“To be the best – which we aim to be – it is our job to deliver top quality IT services at all times. XMA helps make the process all a bit smoother. If we need a piece of equipment quickly we know the right people to go to. If the Vice Chancellor wants something I can ask XMA to do it. I know the company is behind me.”
Education expertise
The fact XMA is well respected within the educational world is also important to Al Karaghouli. She says: “XMA has a lot of experience with education providers like us and so they are very good when we need help. For example, there are times when we ask for sponsorship and the company is always very keen to sponsor education.
”We also know XMA’s staff are aware of what is happening in our world – which gives us added confidence in them.”
Great customer service
Good customer service has also been a key feature of XMA and Brunel’s long relationship. The two organisations have now been working together successfully for more than a decade.
Al-Karaghouli says: “XMA always employs good sales people and can turn around our deliveries within 24-48 hours. The company’s ethos has always been one of help and availability. With XMA, you can always get hold of your account manager and they always answer e-mails.
“They also have an excellent relationship with manufacturers, which means they 
have access to the latest technology and the latest products and we can then try out the new evaluation products much earlier. It just takes the pressure off us to know that XMA is working for us.
She adds: “The customer service from XMA has been excellent. I’ve been very happy with it. I feel XMA cares about its customers. The pricing is good too but it’s really the value-for-money we receive from the company that is most important to us.”