Industry:- Co-Working
Services:- Managed IT Services, Office 365 Migration, NMS
The client
A Co-Working firm in Bangalore, realised they needed a new perspective regarding IT support and service management. The complexity of the business had grown and was running up against legacy cost controls and a reactive approach to technology services.
The challenge
IT service management focused on resolving immediate computer, server, and network issues that had already caused downtime and interrupted productivity for them and customers.
The company realised it was time for a new approach—a preemptive process that would prevent common issues, provide better network security, reduce downtime, and allow them to focus on business goals. And also be compliance-ready according to the law of the land.
The company needed time to focus on its core value-added business needs, such as improving Customer Experiences and leveraging its geographical reach for maximum revenue. This would require new technologies and streamlined processes from IT support.
What happened
Cloudi Technology Strategists interviewed the key stakeholders to identify company requirements and review strategic needs, as well as immediate risks and vulnerabilities that were regularly occurring.
The current process was reactive, using workarounds and temporary fixes.
To make matters worse, hiring inexperienced entry-level IT staff was common practice.
Multiple issues with exciting Internet services providers (92 locations with 50 Gig Capacity ) at various locations across India.
As a coworking Player, they have International customers who need Compliance in a palace like ISO 27001, GDPR Compliance, Govt Of India Compliance(DOT, OSP, TRAI)
Cloudi Solutions
Cloudi ’s thorough analysis pinpointed the instability of the network as the biggest factor leading to frequent outages that impacted production.
Cloudi devised a plan that would lead to increased network stability and reduce long-term costs.
Cloudi deployed and took responsibility for
- IT Infrastructure solution designing, BOM finalisation, input on commercials, vendor identification, and product sourcing with management approvals, project/product delivery and deployment.
- Coordination with vendors for installing and configuring Local Area Networks (LAN), and Wide area Networks (WAN).
- Co-ordination with principal companies towards AMCs/Warranties for IT equipment
- Co-ordination with Software Application vendors for installation, resolving critical infrastructural issues related to the use of these.
- Co-ordination with ISP (Internet / Leased line / MPLS/SD-WAN) vendors to fix technical issues.
- Maintain IT assets and act as a custodian.
- NMS for proactive monitoring for network (Internal and customer )
- Services Desk for internal and customer for creating and monitoring IT ticket with escalation maintained by Cloudi team
- Deployed new cloud managed Meraki switches and fortigate firewalls.
- Migrated email away from an on-premise Exchange Server that required extra backup and maintenance, to Office 365.
- Cloudi setup operational maintenance of the servers, workstations and network, and took over the responsibility of L3 Level support.
- Cloudi helped customers be Compliance ready.
The impact: Tangible benefits
- The initial engagement realised more than $1 million in savings. Other tangible benefits included:
- We helped the client increase productivity by moving beyond traditional Managed IT Services.
- Decreased licence audit risk
- Infrastructure licensing support and maintenance
- Application licence management services
- Service-level agreements focused on business outcomes
- Reduced software licensing footprint
- Increased efficiencies in the operating model
- Reduced multi ISP management for services and billing related issue
As a result, rather than transferring operational responsibility back to its team, the Clients continue to rely on Cloudi ’s Managed Services for operational support.
- After these changes, the IT department was no longer viewed as a cost centre that caused downtime for the organisation.
- IT was now contributing to the business and helping the company remain competitive in its marketplace.
- Offering true ownership and responsibility through much greater breadth and depth of IT management, client IT support goes far beyond traditional Managed Service Provider (MSP) capabilities.
- Cloudi enables clients to truly succeed and grow their business, instead of being hampered by legacy cost controls and a reactive mindset.
