Cloudsmartz Case Study: Managed Services
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Cloudsmartz partnered with a major telecommunications provider to address help desk issues, network monitoring, and disaster recovery. By managing global help desk operations and monitoring network infrastructure, they improved staff morale and efficiency while reducing distractions for engineering teams. They also initiated a disaster recovery plan and virtualized over 500 servers, enhancing performance and reducing costs.
Cloudsmartz Case Study: Managed Services
- 1. CASE STUDY: GLOBAL SOLUTIONS Global services group headquartered in Charlotte, NC with operations throughout 26 countries CLOUDSMARTZ © 2016 | WWW.CLOUDSMARTZ.com Challenge: Help Desk Issues Annual Savings & Team Morale Boost with Cloud & Managed Services The Worldâs Largest Direct Seller of Telecommunications, Energy and Services for Home and Business Objective Result Client engineering staff were tasked with help desk duties which continually distracted them from completing their daily responsibilities and reduced morale. Engage a help desk partner that can not only support 24/7/365 help desk operations, but provide triage Level 1 capabilities and ensure help desk requests are valid and appropriate. CloudSmartz now manages Clientâs global help desk Level 1 support which dramatically reduced the hourly distractions Clientâs engineers were previously experiencing; Client engineers (and senior management) have commented on the quality of our triage capabilities and all help desk technical support calls are well vetted by CloudSmartz prior to being assigned to the Client engineer for Level 2 / Level 3 support. Challenge: Scalable Network Monitoring Objective Result Client engineering staff were tasked with monitoring a large network infrastructure which required them to perform weekly pre/post & weekend work hours shift rotations that began to reduced morale. Engage a network monitoring partner that can both provide 24/7/365 monitoring support but also provide triage capabilities prior to escalating to the on-call network engineer. CloudSmartz now monitors Clientâs global network operations and had dramatically reduced the required shift rotations of the Client network engineering staff; pre/post and weekend calls have been reduced significantly and staff morale has improved per senior management. Challenge: Limited Disaster Recovery & Business Continuity Objective Result Limited to no disaster recovery for Global Enterprise systems and legacy physical data center will require a significant update within one year. Implement international disaster recovery plan to network of diverse locations and virtualize the physical data center after a thorough strategic cloud assessment. The first of the Clientâs Enterprise systems was selected as the beta project and we performed the migration services to host their Financial system to a disaster recovery site in Ireland â including additional successive systems that were further identified and hosted to DR sites allowing backup and recovery. CloudSmartz also virtualized over 500 physical servers, significantly reducing operations and maintenance expenses while improving performance, scalability, redundancy. Company Profile Type Industry Founded HQ Revenue Employees Largest direct selling telecommunications and essential services provider in the world, operating in 26 countries - offering essential products and services that people use every day, while also offering a powerful business ownership opportunity for entrepreneurs. Private Communications Incorporated 1993 Concord, NC US$ 700 million Over 3,500 The more I learn about CloudSmartz the more I like it â weâve been doing business for over a year now. The way their team treats their customers is how I expect my organization to treat everyone.â - Client IT Director â