Milestone’s client is a global transportation network company with over 30,000 employees located in over 50 countries around the world that generate over 750,000 support tickets annually. Since its founding, the client has grown at a rapid pace. Scalability was a top priority for the client, but as it grew, IT requests for end-user support surged beyond the capacity to handle them internally.

Milestone Approach

To mitigate the increasing demand for IT support, Milestone initially provided Staff Augmentation resources to supplement the clients’ existing IT Service Desk. This approach was a viable solution for much of the client’s boots-on-the-ground work. However, the Service Owner required more support to manage the increasing number of resources and additional capabilities and expertise to scale rapidly. As a result, Milestone recommended the client transition to a Managed Services model to achieve economies of scale, more comprehensive management, and more robust reporting. Milestone worked with the client to design a global service delivery model that met its needs.

Results

Milestone successfully implemented a Managed Services solution for the client’s Service Desk and manages all of the client’s global Tier 1 Service Desk technicians. Worldwide, Milestone’s team of 100 plus Tier 1 technicians allows the client to operate under a reduced internal staffing model, which accelerates growth and scalability while saving money. In addition to providing robust personnel support, Milestone’s Service Desk leverages analytics capabilities to enable data-driven improvements to internal IT service delivery. The resulting decrease in time-to-resolution has allowed the client to maintain its focus on core competencies and business objectives. Milestone services have subsequently expanded to incorporate Tier 2 service desk, asset management and AV support.

Want to Learn More?
Request a Complimentary Consultation

Our Workforce Services, Service Desk, Asset Management and Audio-Visual Services experts are available to learn about your situation, understand your needs, and show you how Milestone can help you meet your goals.

The post Transportation Network Company Scales End-User Support with Milestone Services appeared first on Milestone Technologies - IT Services and Digital Solutions.

This global top 20, highly automated port faced a critical cutover date to outsource its 24/7 IT support to Milestone following a divestiture. The key mission-critical system had to be cut over before functionality provided by the divesting organization was turned off. The cutover date was fixed and could not change. This client managed their complex business processes using a combination of custom, off-the-shelf, and cloud-based applications. Their existing processes and tools were not conducive to agile development and the frequent rollout of features was required by their business model. Also, some of their legacy systems needed modernization, as they were written in a language that was not suitable for enterprise workflows and business processes.

Milestone’s Solution

Milestone delivered multiple Application Services including Divestiture Transition, Enterprise Architecture, Custom Development, and Operational Support. Milestone’s strategy was to modernize and automate the company’s build process to support incremental releases, not just focus on the initial rewrites. Milestone reviewed their processes, tools, and team structure, then recommended and implemented an automated DevOps infrastructure using Bitbucket, JIRA, Jenkins, and Docker. This allowed global teams to work independently yet collaborate closely.

The Impact

Spread across 4 countries, the project team had planned for extensive travel to meet the aggressive cutover date. Despite the COVID travel ban, the cutover took place on time thanks to Milestone’s expertise, careful planning, remote agile methodologies, and online collaboration infrastructure. Our client now has a modern infrastructure, modern tools, the ability to frequently roll out new application functionality, and a fully modernized asset management system to manage maintenance and repair activities.

Want to Learn More?
Request a Complimentary Consultation

Our Application Services experts are available to learn about your situation, understand your needs, and show you how Milestone can help you meet your goals.

The post Major Port Cuts Over On Time During COVID Thanks to Milestone Application Services appeared first on Milestone Technologies - IT Services and Digital Solutions.

• Organization: Social networking company

• Operational Challenge: Provide help desk support, data center support, and consulting services involving analytics, event services, and AV/VC services

• Solution: Partnering with Milestone has enabled the customer to provide quality support services in a way that meets the company’s sometimes very demanding culture.

  

The post Social Networking Company Outsources IT Customer Service with Milestone appeared first on Milestone Technologies - IT Services and Digital Solutions.