By Insight Editor / 16 Apr 2020 / Topics: IT optimization Modern workplace Hybrid workforce Unified communications
Facts at a glance
Client industry:
Multidisciplinary
Size of company:
Global
Challenge:
The company wanted to offset workloads for its small, internal IT team.
Solution:
- Managed collaboration services
- Managed workplace services
Results:
- Enabled in-house IT team to focus on core business imperatives
- Created IT efficiencies and expanded support capabilities
- Removed burden of collaboration and MAC management
- Augmented IT support with specialized IT knowledge to solve escalations
- Proactive monitoring to prevent system downtime
Solution area:
Insight’s Connected Workforce solutions are a suite of end-user compute offerings designed to simplify IT management while improving connectivity and collaboration.
Despite being a global enterprise with several acquisitions under its belt, the company maintained lean internal support functions and relied on strategic partnerships for specific IT management. However, the client recognized a critical support gap for its internal voice team which, at the time, consisted of only three people charged with supporting a large internal customer base. Additionally, low-level routine tasks kept IT from focusing time and resources on larger business initiatives.
Set on maintaining a lean operation, the client sought an external partner to help manage their voice and collaboration functions. Ideally, they wanted a partner that could offer a diverse skill set beyond what their own internal teams could handle. Other key considerations included scalability of services and global reach since the company operated in multiple countries.
With a resource pool of 4,500+ technical experts and operations in 21 countries, Insight more than met the client’s criteria. Our Connected Workforce team met with the client to understand the nuances of their needs and craft a tailor-made solution.
The first priority involved a managed services solution that introduced a 24/7/365 call center for IT Level 1,2 and 3 support. This always-on IT support far surpassed the capabilities of the client’s in-house, three-person team.
Insight also stepped up to augment the client’s internal IT team by supplying scalable, multi-level support and a solid bench of collaboration engineers to handle escalations. Our technical resources took over routine Moves, Adds And Changes (MAC) work — freeing the client’s internal IT teams to work on higher priorities. Their teams are also able to engage with Insight for additional support for project-based delivery.
Finally, we launched proactive monitoring for the client’s back-end systems in various regions across the U.S. With proactive monitoring, Insight gets notified instantly of potential issues and can deploy an on-call technician to conduct an evaluation and/or repair — often before the client is even aware there’s an issue. With this, we can help the client maintain operations while preventing potential downtime due to system failures.
Less than eight months into our partnership with the client, the organization suddenly found itself facing the unexpected challenge of enabling a completely remote workforce almost overnight.
With 14,000 remote workers attempting to access Cisco Jabber, the client’s systems could not handle the load and crashed. Thousands of employees then faced an additional hurdle when they didn’t have access to a CISCO IP Communicator — a necessary tool for their job.
At the same time, Insight was also rushing to migrate our own business to become a fully remote workforce. However, thanks to our vast team of technical resources and our existing model of off-site IT support for our clients, we were able to help. Our team got to work immediately to build profiles and add software to the client’s computers — all done 100% remotely. We were able to get teammates full functionality to work from the safety of their homes in days instead of weeks.
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