40% Reduction in Investment costs on Infrastructure Spends
Industry
Consumer Products
Technologies
O365, Intune
Company Size
$200-250M
Domain Area
IT Support
Industry
Consumer Products
Company Size
$200-250M
Technologies
O365, Intune
Domain Area
IT Support
Business Challenge
The client is a US-based company that deals with carpet installation work across the country and is one of the biggest partners of Home Depot. They were struggling with the management of their entire IT infrastructure. In addition they needed help to resolve their L1, L2 and L3 incidents and requests in a timely manner to improve the work productivity of the users while providing appropriate resolutions. Their previous support vendor was not providing adequate support, and had been unsuccessful in resolving the L1, L2 and L3 requests within the SLA impacting other related work and overall productivity.
Solution
The Fulcrum team analyzed their ongoing issues and fixed them, keeping long-term solutions in mind, which reduced their ticket count/incidents by 60-70% daily. We provided L1, L2, and L3 support. By promptly resolving their incidents and requests we improved their connectivity and CSR productivity which led to a significant improvement in their business growth in a financial year. Our multi-pronged approach helped in real-time monitoring of Infrastructure, 24*7 Support within SLA metrics, and resolving tickets within SLA and 0 SLA escalations.
Benefits
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Drop us your details and one of the Fulcrum team will reach out within one working day.