CHALLENGE

A Southeastern telecommunications company was managing a highly transitional workforce with a team tenure averaging 30+ years. The client was at risk of losing institutional knowledge due to potential team member departures or retirements. They experienced difficulties cultivating and supporting “classic networks” internally and needed to leverage partnerships for knowledge retention and network support.

SOLUTION

The client knew they needed to find a solution to their network issues. They decided to partner with Provalus to address the natural decline in demand for legacy services amid the shift to modern infrastructure and manage network costs and the long-term impacts of transitioning to alternative technologies.

$500K+

cost savings compared to previous model

5 FTEs

re-badged for business continuity

The Provalus Difference

Provalus is people-centered. We hire dedicated, US-based individuals who are billed at sub-US onshore rates. We are revitalizing rural communities while providing our customers with the best possible talent. By joining us on our mission to revitalize rural America, our clients help us breathe new life into every small town we call home by creating numerous IT careers.

Based on the client’s goals, we:

• Monitored Electrical and Optical customer networks
• Took trouble calls from Enterprise and Wholesale Customers
• Led remote repair isolation and resolution
• Implemented regulatory reporting compliance

SOLUTION

Provalus documented Standard Operating Procedures (SOPs) and created training for legacy technology. Through interviews with Subject Matter Experts (SMEs), shadowing, and ticket review, Provalus created training on legacy technology that had not been previously documented for the client.

Today, the client experiences a 24x7x365 dedicated, on-site team with 5 full-time employees (FTEs) re-badged for business continuity. Additionally, Provalus provided a “hyper-care” team for the first 90 days to ensure a smooth transition.