30% reduction in maintenance cost with L2/L3 Support

The customer was struggling to manage 15-20 different first line support vendors, many of whom were onshore. As a result, costs were high, and accountability was low. In addition, there were no definitive Service Level Agreements (SLA) or Service Level Objectives (SLO). Stressed IT teams faced challenges of sharing information, goals, priorities and processes with others, as well as limited resources and tightening budgets. The impact led to tension on operations teams, company morale, and company culture