CHALLENGE

An American government services company faced several challenges in operating a quality network operations center (NOC). The client was plagued by an underperforming 24x7 team that continually missed SLAs, had ongoing penalties assessed, and lacked the operational readiness to continue the support model. Since a NOC is the first line of defense against network disruptions and failures, the client could not afford to put their customers through any more challenges that would disrupt their day-to-day services.



SOLUTION

With no real strategy to combat their issues, the client knew they needed to find a solution that would improve NOC delivery to their customers. To achieve this, they chose to partner with Provalus to transform the support delivery model. Provalus provided a comprehensive solution based on the right balance of people, processes, and technology.

$275K+

reduction in annual headcount cost

300%

increase in NOC support capacity

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. 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 data and customer goals, we:



• Implemented a team of 10 resources with a team lead.
• Created and adopted a standard incident workflow along with updated NOC operational guides and playbooks.
• Utilized a suite of several tools to monitor and support the client’s environment.

Provalus is tool-agnostic and works within the client environment, learning and recommending improvements to streamline support and data metrics. We also implemented Alert Management and Proactive/Predictive analytics to improve and stabilize the support and align with the customer’s KPIs and SLA goals.

IMPACT

With their new comprehensive solution, the client gained support credibility and a positive reputation among their customers. Provalus now provides stabilized support, continuous improvement for standard runbooks, and improved capacity, creating an easy solution for both new and experienced employees to quickly and accurately resolve any issue that may arise.

Provalus improved agent utilization, reduced the client’s annual cost by $275K, and increased NOC support capacity by 300%. Previously, the client’s team was larger, more expensive, and provided less support. Provalus shifted to a smaller, cost-efficient team that now provides greater capacity through standardization, runbooks, and tool optimization. Transforming the client’s reactive support process into a proactive one not only put preventative measures in place for support-related issues but also lowered the cost to perform services.