Service Desk Archives | Milestone Technologies - IT Services and Digital Solutions

Okta Success Story

Milestone — Wed, 16 Aug 2023 05:29:33 +0000

Client Challenge

A multinational company with operations in North America and Europe and a workforce of 3000 employees needed a quicker and more efficient onboarding and offboarding solution.

Milestone Solution

A partnership with Milestone resulted in better use of their Okta platform, with onboarding time being reduced from six days to 30 minutes and an offboarding time reduction from nine days to 30 minutes. This resulted in a reduction of over 20,000 IT service tickets annually, in addition to the license count optimization across the targeted applications.

Result

The end result was annual cost savings of approximately $450,000 in the first year and an increase in end-user productivity and improved compliance. Milestone Technologies Inc. delivered the project in eight weeks.

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

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Enhancing Productivity For 30K End Users

Milestone — Tue, 01 Aug 2023 10:08:05 +0000

Client Challenge

A large insurance provider with distributed user personas was struggling with lack of visibility into individual end-user devices, personas, or groups impacts productivity and financial output. Device security and compliance was paramount.

Milestone Approach

The Digital Employee Experience (DEX) solution created real-time visibility and addressed risk and compliance of constraints for all end user devices in the hybrid workforce.

Result

Milestone’s DEX solution resulted in simplified operations due to tool integrations, a shift in the support experience from reactive to proactive for 30k end users, measured using sentiment analysis, and improved end-point compliance management through self-healing. In addition, the asset lifecycle was improved through personas, reassignment of assets and reduction in costs.

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Updating and Upgrading

Milestone — Tue, 01 Aug 2023 09:32:11 +0000

Client Challenge

A 70-year-old chemical and energy company with high IT operational costs was interested in reducing costs and maintaining service capacity, while improving the perception and reputation of IT.

Milestone Approach

The DEX solution changed services from a reactive to proactive approach; increasing visibility, secured devices through self-healing and automation which provided time back to the IT team through increased capacity

Result

Milestone’s Digital Employee Experience (DEX) solution reduced MTTI (mean time to identify) and MTTR (mean time to resolve) while improving device health and security through Endpoint Automation and compliance. The end-user experience was significantly improved through an 80% reduction wait times, 2x faster resolution times, and the addition of self-service capabilities.

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Milestone DEX: A Healthy Dose of Innovation

Milestone — Tue, 01 Aug 2023 09:11:08 +0000

Client Challenge

A large pharma and healthcare company with over 100k end users was experiencing high operational overhead and an overdependency on IT. Plus, their reactive service desk with a 50% increase in tickets due to work from home, limited insights into remote issues, and a lack of connecting to customers directly.

Milestone Approach

Top-down leadership wanted to deliver ‘choice with responsibility’. The Digital Employee Experience (DEX) solution supported the continuation of the company wide initiative to work from anywhere. The implementation of automation solved end user incidents and secured devices without human intervention.

Result

The DEX initiative resulted in a 75% reduction in MTTR (mean time to resolve), improved patch success across the more than 100K devices, and a significant reduction in incident volume for support technicians. Additionally, the sentiment analysis provided real-time feedback and actionable insights that contributed to substantial improvements.

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Customer sees significant time to value with Milestone

Milestone — Mon, 17 Jul 2023 04:55:44 +0000

Client Challenge

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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