Client Profile
The client is an industry leader in offering network, physical security, and business intelligence services to large multi-location businesses. The client was founded in 1995 and grew quickly through rapid organic growth and several acquisitions. Their ability to identify the trends ahead of time and bring the right products and services to market was a differentiator in their industry.
Client Challenge
After two decades focused on getting products to market quickly and rapid growth, the client was experiencing a rise in costs of managing their network infrastructure operations. They faced challenges dealing with the increasing complexity of network operations management, and they needed an infrastructure that would let them be nimble but also efficient. Customer attrition was growing as they needed help with issues of scale and productivity. They also needed to gain the expertise to mitigate delivery risks and optimize IT assets.
Movate Solution
Movate helped the client modernize their network operations backbone and create a unified experience to unlock value with three key focus areas:
- Digital Network Operations Center
- Service Continuity Management
- Proactive Support
- Digital Network Operations Center
- Integrated the client’s network operations and management for surveillance, fault detection, and auto-heal support by real-time alarms, and incident management across 85,000 sites having over a million endpoints across North America, Canada, and the Caribbean
- Provided service optimization and operational agility by re-engineering network functioning, reducing bandwidth loads and streamlining data protocols between 450,000 devices
- Implemented a robust IT infrastructure process maturity framework to improve network governance
- Service Continuity Management
- Enhanced resiliency through real-time assessment of infrastructure, network applications, and support ecosystem through algorithms to augment operational intelligence
- Provided single-view dashboards to govern network infrastructure health and showcase network trends
- Improved process maturity to manage business risk, service disruptions, risks and outages
- Proactive Support
- Provided L1-L3 network support to 85,000 sites to streamline efficiencies across networks
- Implementing feature enhancements and bug fixes for various business systems
- Providing ongoing maintenance support for managed legacy networking devices
Business Benefits
- 40% Reduction in Total Cost of Ownership: Drove network due diligence to enhance process workflows and productivity. Downtime risks were significantly reduced.
- 25% Improvement in Average Handling Time and First Call Resolution Rates: Reduced network reliability issues making issue resolution more efficient
- 22% Increase in Closure of Customer Cases: Introduced L1-L3-based technical support for 85,000 sites to increase the rapid resolution of cases
- 97% Improved Resolution Rates: Reduced diagnostic time, minimized service time, and curtailed abandon rates
- 98% Network and Service Availability: Proactive network monitoring ensures quick resolution of system outages
Movate, formerly CSS Corp, is a digital technology and customer experience services company committed to disrupting the industry with boundless agility, human-centered innovation, and a relentless focus on driving client outcomes. Recognized as one of the most awarded and analyst-accredited companies in its revenue range, Movate helps ambitious, growth-oriented companies across industries stay ahead of the curve by leveraging its world-class talent of over 11,700+ full-time Movators across 20 global locations and a gig network of thousands of technology experts across 60 countries, speaking over 100 languages.