Internet Service Provider
The director of a large ISP wanted to reduce the cost of supporting his servers, which were located at a scattering of data centers across the globe. He also wanted everyone maintaining his servers to have the same knowledge base.
Returning defective servers to the manufacturers was a time-critical action. Many data centers did not have an established protocol in place for returning these defective servers. Indeed, they often considered it a low priority task. When these servers weren't returned promptly, the ISP ended up footing the bill.
Having the servers spread across so many different data centers presented another problem – how to manage all those contacts, with their widely varying range of service level agreements, employee competence, and English skills?
Growing tired of these recurring troubles, the director knew he needed to consolidate his service providers. He wanted them to have a uniform skill set, with effective English communication skills and a sense of urgency for his critical issues. He asked us to help.
We gave our trained engineers access to the ISP's knowledge base, and offered round-the-clock access to our experts via chat, videoconference, and phone.
With our help, the ISP saw its support costs reduced by 40%.
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