CASE STUDY

MSP Transformation for a leading Service Provider

EXECUTIVE SUMMARY 

Over the past 20 years, a reputed Service Provider has helped IT and business leaders drive innovation through integrated solutions across a range of technologies and services. Headquartered in the east coast, the Service Provider’s operations span across 20+ offices in the U.S. They continue to serve 5,000+ clients, including businesses in the Fortune 100 list. The Service Provider has been featured in multiple publications and is well-recognized among industry consortiums as a top technology integrator, as well as a managed services and communication services provider.

CHALLENGES

The Service Provider’s client base was growing rapidly and with it came the inherent complexities. Its existing IT infrastructure and operations were unoptimized, leading to declining margins on professional and managed services, challenges with client retention, and the inability to scale their services. The partner knew that something needed to be done.

The Service Provider’s IT environment consisted of different technologies and multiple tools, each of which involved complexities in deploying and managing them. The Service Provider’s sales team lacked consistency in selling managed services and they were unable to identify the right profile of clients to boost their revenue.

Due to the impending issues with IT operations and repeat misses in SLAs, the Service Provider was losing 100-150 customers every year resulting in dwindling revenues and margins. 
Some of the other critical challenges include:
  • A 20% increase in annual IT operational expenses
  • Multiple tools that don’t communicate with each other
  • IT team burdened with multiple roles and responsibilities
  • Sales team missed their quota on pitching managed services
  • Churn rate of clients increased by 10%

NETENRICH’S MSP TRANSFORMATION

NetEnrich implemented an end-to-end Managed Services business optimization solution to transform the service delivery operations for the MSP, while driving efficiency and rapid service deployment, as well as delivering a high quality of service to the Service Provider’s clients.

NetEnrich offered the following five main solutions:

  • Capabilities
  • Automation
  • Optimization
  • Visibility
  • Workforce Optimization
Focused teams and 24x7 capabilities in event management, SOP execution, patching, release management, OEM management, circuit management, reporting, email management, and MACD’s. 
Sophisticated automation-driven shared services team handling L1, L2 and L3 alerts, enabling the Service Provider to focus on proactive responses to critical customer issues and perform root cause analysis.
Standardized all processes and procedures to ensure business service reliability across the Service Provider’s IT infrastructure and operations.
Provided an integrated solution for the Service Provider’s tools and monitoring systems to deliver service performance insights using a single-pane-of-view into their client ecosystem.
Increased workforce efficiency by identifying processes and system issues, and utilizing historical data to improve process-driven business outcomes.

BUSINESS RESULTS DERIVED OVER A PERIOD OF FOUR MONTHS:

IMPROVEMENT IN
PROFIT MARGINS 
REDUCTION
IN MTTR
REDUCTION IN
CLIENT ATTRITION
 
REDUCTION IN
EMPLOYEE ATTRITION
INCREASE IN
NEW BUSINESS
IMPROVEMENT IN
CLIENT SATISFACTION

BENEFITS DERIVED FROM NETENRICH’S SOLUTION

At the start of the engagement, NetEnrich agreed to a five month period to complete the transition before delivering results. By the end of the fourth month, however, NetEnrich was able to deliver significant results:

OPTIMIZATION BENEFITS:

The IT operations optimization helped the Service Provider manage cost and quality effectiveness, by implementing service assured processes. The Service Provider’s complex internal transformation journey geared them towards IT operations excellence resulting in 20% savings in operational expenses

BUSINESS BENEFITS:

The Service Provider was able to offer new products and managed services associated with improved quality and higher level of service. This in turn reduced their revenue loss caused by service outages and churn, ultimately improving their reputation for customer experience in the market

 

PARTNER BENEFITS:

The Service Provider utilized NetEnrich’s partner program to gain extensive resources, sales training, and support to help differentiate their business and increase profitability. Our expertise was the key to unlocking bigger opportunities, better close rates and higher margins.

WORKFORCE BENEFITS:

The employee attrition rate reduced by 10% through the use of functional sourcing to manage routing tasks and streamlined business processes. There was a visible increase in employee satisfaction with a marked shift towards focusing on improving business outcomes.

ABOUT NETENRICH

NetEnrich is a world-class Digital IT Operations, Transformation, and Hybrid Infrastructure Management Services Provider. We are a leading Master Services Provider with a proven track record of delivering industrialized services through an IT partner channel.

We continue to make significant investments in technology IP around IT Operations Management Platforms and an AI-driven Service Productivity Management Platform. NetEnrich has helped some of the largest and most successful service providers in North America modernize their service delivery operations – and we can help you, too.

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