Milestone Solution

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Unleash Okta’s Full Potential: A Comprehensive Guide to IAM Security with Milestone Technologies

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Milestone Approach

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Milestone Approach

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Milestone Approach

Result

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The customer was facing a significant challenge: the need to migrate out of their data center within a tight deadline and the failure of their legacy VDI solution. After evaluating several alternative offerings, the customer still couldn’t find a solution that satisfied all of its security and audit requirements. With time running out, they came across Milestone and recognized it as their best option.

Milestone Approach

Milestone’s exceptional ability to deliver, within a matter of hours, a fully-functional proof-of-concept complete with secure connectivity to the customer’s corporate resources, enabled them to successfully meet their target migration date. The solution tested and users onboarded with time to spare, Milestone exceeded the customer’s expectations for timely implementation.

Result

• Fast. Milestone enabled the customer to complete the migration away from its data center and legacy VDI solution ahead of schedule.
• Secure. Security and auditing capabilities met organizational requirements for mitigating risk and preventing cyber attacks.
• Productive. Up and running with a fully-functional proof-of-concept in hours, the organization was able to ensure business continuity and worker productivity.

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This multinational digital entertainment company and videogame company operates out of three headquarters locations in London, California and Tokyo. They have 13,000 end users distributed around the world that annually generate over 70,000 support tickets. The company was unhappy with its existing helpdesk provider due to ongoing service delivery issues.

Milestone Approach

Milestone recommended staffing a helpdesk in one American city that would provide global support on a 24×7 basis. Milestone was able to recruit, hire and train a complete team of 14 in only 45 days. The Milestone team represented 75% of the client’s global helpdesk workforce.

Results

The Milestone team was able to increase first level resolution capabilities by 25% and to reduce the overall ticket backlog by 50%. In addition, Milestone added a walk-up support desk and asset management functionality in the US headquarters location. Finally, Milestone continues to add additional service capabilities for all geographies.

By the Numbers

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This client is a fast-growing, multinational enterprise software company with over 10,000 end users in multiple global locations that generate almost 150,000 support tickets annually. It wanted to upgrade its Site Support services to include an enhanced, high-touch service delivery model at its headquarters campus in California.

Milestone Approach

Milestone recommended a distributed workforce service model to support global sites. We recruited, hired and trained staffs of 13 in one North American city and five in another to deliver 24×7 remote service desk capabilities worldwide. We also staffed three walk-up support desks to support end users working at headquarters locations. In addition, Milestone provided support for identity and access management (IAM) functions at headquarters, technical field support across North America and Europe, and logistics in EMEA

Results

The Milestone team reduced ticket backlog by 50%, increased First Level Resolution to > 80%, and achieved SLA attainment of 98%. Employee satisfaction has increased to 99%. Milestone also scaled up its IT support capacity to support annual business growth of 30% year over year.

By the Numbers

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One of our clients is an American biopharmaceutical company that researches, develops and commercializes antiviral drugs. Headquartered in California, the company has almost 12,000 users worldwide that support 40,000 support tickets annually. The challenge posed to Milestone was to deliver an enhanced, high-touch delivery model for end-user support services at its main headquarters, which includes 40+ buildings and 8,000+ staff.

Milestone Approach

Milestone stood up three full-service concierge desks utilizing “traffic pattern” data from the company’s ServiceNow ITSM tool to optimize locations.

Results

Milestone’s solution has resulted in an exceptional customer experience, with CSAT scores regularly exceeding 4.9 (out of 5) and a client ticket resolution (CTR) percentage nearing 100 percent.

By the Numbers

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This client is a multinational transportation services and ride-hailing company. They have over 20,000 employees in 80+ countries generating over 30,000 IT service tickets annually. Due to rapid growth, the company’s existing IT help desks could not scale and support the exponentially increasing number of employees. Also, their end-users increasingly wanted a choice of communication channels and faster turnaround time for their issues.

Milestone Approach

Milestone’s Cognitive Automation team recommended developing and deploying an AI-based Virtual Agent to complement the human staff in the company’s IT service desks.  The team designed the Virtual Agent to deflect most common requests, such as password resets, away from L1 and L2 human agents.  The Milestone team also implemented the Virtual Agent so employees would have multiple avenues for interacting with it, including Slack and a ServiceNow portal.  Behind the scenes, the Virtual Agent integrated with existing corporate systems to resolve issues.

For example, an employee could engage with the Virtual Agent to reset a password via Slack.  The Virtual Agent would create a ServiceNow ticket, then proactively engage with the end-user via a secure Slack direct message. Next, it would work with the end-user to complete the password reset by integrating it into the company’s Okta SSO system.  Finally, the Virtual Agent would close the ServiceNow ticket.

Results

The automated Virtual Agent created by Milestone’s Cognitive Automation team has already racked up some impressive statistics.  It is currently supporting 3,000,000 annual conversations.

The Virtual Agent allows for complete deflection and resolution of over 30% of all incoming tickets. It is also managing 100% of incoming case triage and assigning complex tasks to L2 human agents.

By the Numbers

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