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  • CASE STUDY · ISP · ITALY

Nationwide Smart Hands and Logistics Program for an ISP Across Italy

NGMS runs a long-term Smart Hands and logistics program for a leading internet service provider across 66+ customer locations in Italy, supported by five strategically placed storage facilities.
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66+

Customer Sites Supported

Field engineering, regional spares storage and full asset lifecycle tracking operate as one nationwide support model.

5 Facilities

Regional storage network
Customer locations
0 +
Storage facilities
0
Core equipment types
0
Inventory reporting
0 × / month

Client

Leading internet service provider

Country

Italy · nationwide including remote areas

Customer locations

66+ enterprise customer sites

Supported equipment

SD-WAN edge devices, routers, modems & Wi-Fi APs

Storage facilities

5 strategically placed across Italy

Reporting

Monthly inventory reporting

Program status

Long-term support · active and expanding
  • PROGRAM OVERVIEW

One nationwide support model for field engineering, spares and asset visibility.

A leading ISP needed one partner to support network equipment at enterprise customer sites across Italy, with spare hardware always close enough for fast field response.

Each location depends on SD-WAN edge devices, routers, modems and wireless access points to stay online. NGMS combines nationwide Smart Hands support with regional storage, equipment dispatch, reverse logistics and monthly inventory reporting.

  • THE CHALLENGE

66+ locations. Nationwide coverage. Hardware always within reach.

The program had to support dispersed customer sites, including remote areas, while keeping spare equipment available and every device fully tracked.

Nationwide Coverage

Customer sites are spread across Italy, including hard-to-reach remote locations.

Mixed Workload

Engineers handle reactive troubleshooting as well as planned upgrades and installations.

Spare Availability

Replacement equipment must be ready for dispatch at short notice.

Asset Transparency

Every device must be tracked from inbound shipment through storage, installation and return.

  • SCOPE OF WORK

Field support and logistics managed as one connected service.

The program combines reactive field engineering, planned hardware work, regional stock management and full asset lifecycle reporting.

Smart Hands Support

On-site troubleshooting and diagnosis across customer locations.

Hardware Replacement

Planned and reactive replacement of SD-WAN, routers, modems and access points.

Regional Logistics

Five facilities receive, store and dispatch equipment close to each site.

Inventory & Returns

Inbound logging, reverse logistics and monthly lifecycle reporting.

  • OUR APPROACH

Built around geographic coverage, local stock and central control.

NGMS combines field engineering, logistics coordination and inventory management in one nationwide model built from a coverage analysis of all customer locations.

01 · Coverage Analysis

Map all customer locations to identify the strongest regional support and storage positions.

02 · Regional Storage

Operate five strategically placed facilities for nationwide equipment coverage.

03 · Nearest Stock Collection

Engineers collect replacement hardware from the closest facility before site attendance.

04 · Field Service Delivery

Provide troubleshooting, replacement, upgrades and new installations directly at customer sites.

05 · Track & Report

Log inbound stock, recover replaced devices and provide monthly lifecycle visibility.
Nationwide support coverage
66+ customer locations supported 100%
5 REGIONAL FACILITIES · MONTHLY ASSET REPORTING
  • RESULTS

Fast field response with full hardware visibility.

The program gives the ISP consistent nationwide support across 66+ Italian sites, full lifecycle visibility of its hardware and a support model that continues to expand into new locations and countries.

Measure
Program
Result
Customer locations supported
Nationwide Italy
66+ sites ✓
Storage facilities
Regional network
5 in operation
Asset tracking
Full lifecycle
Shipment → return ✓
Inventory reporting
Monthly
Ongoing ✓
Program status
Long-term contract
Active & expanding ✓

66+ sites. 5 regional facilities. One nationwide support model.

Customer sites
0 +
Storage facilities
0
Monthly reporting
0 ×
  • BUSINESS IMPACT

Support that scales with the ISP’s footprint.

Faster Field Response

Regional stock shortens the path between a fault report and the replacement device reaching the site.

Full Asset Visibility

Lifecycle tracking shows where every device is, from storage to installation and return transit.

Built to Expand

The long-term program continues to add new customer locations and new countries.

  • FAQs

Frequently Asked Questions

Smart Hands support covers on-site troubleshooting, hardware replacement, upgrades and new installations of equipment such as SD-WAN edge devices, routers, modems and access points.
Regional storage places replacement hardware close to customer sites, allowing engineers to collect equipment from the nearest facility and reduce response time.
Client shipments are logged on arrival, every dispatch and installation is recorded, recovered devices are consolidated for return, and monthly reports show the status of each asset.
Yes. The program is already expanding to new sites and new countries as the ISP’s infrastructure footprint grows.
  • LET’S WORK TOGETHER

Building a nationwide Smart Hands support program?

NGMS can combine field engineering, regional spares storage, logistics coordination and full asset lifecycle reporting across your customer network.
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