About the Client
The client is a Swedish manufacturer of industrial tools and equipment. They help customers to achieve sustainable productivity in a wide range of markets.
Client Challenge
The client needed to reduce their time to market and increase their ability to respond to quickly changing customer needs, with products that increasingly included complex and digital technologies. IT could not keep pace with rapidly changing business demands, and there needed to be more business-IT alignment. Their efforts were slowed by a distributed, legacy IT environment with:
- Heavy dependency on traditional IT application infrastructure.
- Large volumes of data scattered across systems (250 SMTP domains and 250+ Domino servers).
- Lack of consistent processes for IT service management excellence – increasing the probability of unforeseen interruptions
These challenges lead to rising IT infrastructure management costs, increased compliance and data management risks, and an increased probability of unforeseen interruptions and failures.
Movate Solution
Movate used a three-pillar approach to modernize the client’s existing infrastructure:
- Workspace & Collaboration Tool Modernization
- IT Infrastructure Agility Initiative
- Service Agility Enhancement
- Workspace & Collaboration Tool Modernization
- Migrated data from over 100 Domino servers to MS Exchange online.
- Managed data migration “on the fly” for critical business applications where downtime was unacceptable.
- Consolidated more than 150 Lotus Notes servers post-migration.
- IT Infrastructure Agility Initiative
- Built ITIL-compliant systems to link IT tightly and business for improved data availability and integrity.
- Improved infrastructure readiness and responsiveness through collaboration and communication improvements, minimizing any risk of service disruptions.
- Service Agility Enhancement
- Refined processes with more efficiency, better definitions and compliance monitoring to improve IT service capabilities, functionality, and reporting features.
- Streamlined Standard Operating Procedures for better support outcomes.
Business Benefits
- Substantial Cost Savings by implementing ITSM processes and maturity models, including 30% reduction in licensing costs, 50% reduction in L3 support costs, and 95% in Infrastructure costs.
- Improved Service Agility through ITSM operational excellence measures, including 95% increase in first-contact call resolution rates
- 80% increase in first-call resolution rate, and more than 90% increase in CSAT score
- 10% Increase in Tickets Resolved by L1 Helpdesk by developing “Shift-Left” standard operating procedures
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.