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Cybage Devised and Implemented Comprehensive Digitization Strategies for a Managed It Operation Solution Provider to Elevate the Total Human Experience

Success Story

Services:
  • Technology Solutions

Cybage Devised and Implemented Comprehensive Digitization Strategies for a Managed It Operation Solution Provider to Elevate the Total Human Experience

Software & Hi-Tech
Posted On: 19 March, 2025

About the Client

  • A US-based technology services company that offers managed IT services, including network management, cybersecurity, and end-user support, to help organizations optimize their IT infrastructure and focus on core business objectives. With over 650 certified engineers and technical representatives, it serves over 35,000 customers regionally and nationally.

Business Needs

  • Provide a unified portal that supports multiple IT operations requirements and their fulfillment, thereby offering a seamless customer experience.
  • Develop a diverse and expansive marketplace, offering a wide range of IT Infra, hardware, and software licenses for a seamless self-service experience.
  • Execute Digital transformation initiatives to make sure that the portal is modern, supported on multiple form factor devices, and always available.
  • Implement strategic integrations to broaden platform reach and enable the development of impactful, innovative features that enhance user engagement and value.

Solutions

  • From a concept to an established product, built a modern unified solution to seamlessly capture customer issues and requests, ensuring transparent tracking and prompt query resolution
  • Developed a modern marketplace from the ground up, offering a wide range of 330k products in the catalog to choose from
  • Built a Recommendation Engine from scratch to provide automated, data-driven recommendations to customers, focusing on security, compliance, and asset management

Business Impact

  • Ease of CX resulted in onboarding of 2000+ clients on the portal within a few weeks of the launch
  • Achieved over 80% accuracy in predicting the right support team in our smart ticket routing solution
  • 3rd party integration with MS Partner Center led to an 80% increase in subscription sales
  • Achieved 70% reduction in user inputs to create a ticket and 90% reduction in turnaround time of tickets via the portal

Technology Stack

Cybage Devised and Implemented Comprehensive Digitization Strategies for a Managed It Operation Solution Provider to Elevate the Total Human Experience
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