40% Reduction in Investment costs on Infrastructure Spends

Business Challenge

The client is a US-based company that deals with carpet installation work across the country and is one of the biggest partners of Home Depot. They were struggling with the management of their entire IT infrastructure. In addition they needed help to resolve their L1, L2 and L3 incidents and requests in a timely manner to improve the work productivity of the users while providing appropriate resolutions. Their previous support vendor was not providing adequate support, and had been unsuccessful in resolving the L1, L2 and L3 requests within the SLA impacting other related work and overall productivity.

Solution

The Fulcrum team analyzed their ongoing issues and fixed them, keeping long-term solutions in mind, which reduced their ticket count/incidents by 60-70% daily. We provided L1, L2, and L3 support. By promptly resolving their incidents and requests we improved their connectivity and CSR productivity which led to a significant improvement in their business growth in a financial year. Our multi-pronged approach helped in real-time monitoring of Infrastructure, 24*7 Support within SLA metrics, and resolving tickets within SLA and 0 SLA escalations.

Benefits

? Improved connectivity & increased CSR productivity by 30-40%

? Zero SLA escalations

? Reduction in the number of tickets/ incidents per day