This client is a multi-national networking solutions company with over 30,000 employees globally that operates in over 100 countries. After acquiring several businesses within a short period, Milestone’s client faced the challenge of managing constant movement in its work environment. Merging with other organizations introduced new internal changes and struggles for the client, from migrating data securely to optimizing space utilization. Also, the client needed to evaluate its IT infrastructure and consolidate equipment that was redundant or outdated.

Milestone Approach

As the client recognized its ongoing growth needs, it partnered with Milestone’s team to build new environments with strong and scalable foundations. Milestone provided support and expertise for the client’s implementation projects and designed an ongoing service solution to support its shifting environment. Additionally, by offering a managed services model for a project-based service like data center implementation, Milestone provided the client with a turnkey solution for ongoing support and enabled the client to leverage resources on-demand by providing burst technical support for multiple types of service requirements.

Results

Milestone’s client now has a reliable system for accommodating its continually changing environment. The client’s data center and desktop moves benefit from more efficient processes defined in clearly-defined workflows established by Milestone experts. This has resulted in a streamlined, turnkey approach for handling implementation projects on demand. By following a proven methodology for executing ongoing implementations, the client has confidence in introducing changes to its internal environment and peace of mind about its data security.

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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.

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This client is a multinational social networking company with over 25,000 employees worldwide. The company faced several obstacles to improving their IT asset management processes. It lacked a concise workflow and clearly defined processes. The manual process it had in place was redundant and did not have a systematic methodology to identify and eliminate waste. The company also had various roles between back-office teams and management that were not aligned to the same objectives and tasks. This led to miscommunication on which tasks were completed and ultimately resulted in a redundant workflow. Finally, a significant hurdle was the lack of data reliability in reporting and analysis. Much of the data was scattered due to the lack of a consolidated dashboard and manual reporting on tasks, ultimately resulting in inaccurate data as the processes and information were disconnected. 

Milestone Approach

The client partnered with Milestone to implement a proven methodology with a customized solution to meet their rapidly growing asset lifecycle management processes. Working with Milestone allowed the client to implement a consistent method for identifying and reducing waste via the Lean Workflow. Milestone implemented dashboards and new weekly Operations review processes to ensure tasks were delegated correctly, and the information was completely accurate and up-to-date. Milestone helped align management and back-office teams in a consistent manner to clarify objectives and high-value add tasks. Milestone accomplished this by creating Task Administrator roles with assigned team members to complete tasks efficiently. 

Results

Process Improvements made by Milestone ultimately resulted in increased task throughput by 42%. The new dashboard replaced the disparate manual reporting to enhance data collection, which ultimately increased data reliability. Finally, the process improvement resulted in savings of $5.1 million annually for the client due to employees’ productivity going up with reduced manual labor and the elimination of inefficient workflows.

By the Numbers

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This top 15 tech company supports its global customer base with 5 million+ servers at over 15 global locations. They needed an end-to-end Smart Hands capability supporting critical services to minimize downtime risk.

Milestone Approach

Milestone delivers onsite Smart Hands repair services across 15 data centers globally, effecting 400k+ repairs annually. It also ensures effective inventory life cycle management to support the repair process. Milestone also manages supply chain, warehouse management, inventory & asset management, and audit compliance for all Global material assets.

Results

Spread across three continents and five countries, Milestone’s Service Delivery team drives not only daily operations, but also continuous service improvement through process automation, business intelligence, and data analytics. Milestone has been able to continually support the aggressive service growth targets set by this client. With its approach to service continuity during COVID-19, Milestone has been seen as a leading service partner.

By the Numbers

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