Starting as a printer solutions provider and headquartered in the United States, the client has now transformed itself into a robust full-service integrated IT services and solutions provider.
The client supports a wide range of mid to large-sized businesses as a strategic partner, offering IT and security services, copiers and printers, phone and collaboration systems, audio visual, physical security, and enterprise management.
Since its transformation to a full-service IT solutions provider, the client was operating on an outdated system where its copiers, ticketing, reporting, and Microsoft subscriptions were deployed on fragmented and disconnected platforms.
This led to tedious manual processes and inconsistent reporting, creating data silos, and leaving the client with error-prone and inefficient data utilization.
Another challenge rising from the use of fragmented systems was the high costs of overlapping software licenses, inefficient resource utilization, and duplication of efforts across teams working on different platforms to perform similar functions.
Furthermore, the client was unable to assess and prioritize the right workflows to automate. There were many complications in sharing data, and this impaired the automation process that required comprehensive insights.
Its impact was felt on the customer service as well, where the absence of an integrated portal to manage subscriptions and trigger notifications increased the support team's workload.
We started by bringing the client’s fragmented and siloed infrastructure under one consolidated cloud-based platform. This central setup made the data readily available to the client and eliminated the confusion occurring due to scattered information.
Next, we automated imaging asset management by integrating eAutomate and MPS tools to streamline the lifecycle management of devices, reduce manual work, and enhance the workflow.
Further, we introduced a centralized reporting system that pulled all the information across the organization and enabled faster decision-making as well as helped in building advance reporting promoting trends & ML based recommendations based on historic usage of the customer.
This helped the client not only close in on the cross-selling opportunities and drive sales but also used the asset data to suggest relevant services to the customers as a value add.
We also integrated ConnectWise to enhance the support experience and handle service requests efficiently during periods of high customer inquiry volumes.
Finally, we introduced real-time notifications by connecting Mailgun and Microsoft Graph with Office 365 to provide timely alerts and updates to the customers.
The automation and streamlining of operational workflows significantly boosted operational efficiency and reduced the service ticket turnaround time by 80%.
Our client achieved significant cost optimizations owing to our efforts to consolidate multiple platforms into a unified solution.
For the first time, the client now had a single pane of glass across MSP and CSP offerings, bringing unified visibility and experience to both their teams and customers.
By enabling real-time notifications and alerts, we successfully enhanced responsiveness and personalized communication, improving customer engagement by 30%.
The client’s system experienced enhanced security and scalability because of our superior cloud-native frameworks.
We increased cross-selling opportunities by leveraging data to automate recommendation engines tied to actual billable services, resulting in multi-million dollars forecasted outcomes.
We improved the client’s accuracy and efficiency by introducing workflow automation for several repetitive tasks and reducing the manual overhead.
As a part of the transformation, we built a modern Marketplace from the ground up, offering over 330K products for the customers to choose from.
This powerful ecosystem, attracted widespread adoption resulting in 11k+ companies actively utilizing the portal for managed services.
