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About the Client
Our client is a renowned American fashion house with global offices and multiple retail locations across the U.S. and China, the client is headquartered in New York City and operates at enterprise scale, delivering trend-setting ecommerce experiences supported by robust infrastructure solutions.
The Challenges
- Lack of a unified infrastructure managed services strategy made the client vulnerable to malware and ransomware threats.
- Outdated IT systems negatively impacted employee productivity and user experience.
- No formal IT management plan or proactive threat prevention measures in place.
- Absence of critical tools like a ticketing system, remote monitoring, or a self-service portal.
- High ticket resolution times and lack of adherence to SLAs and compliance protocols.
- Difficulty scaling IT support due to limited staffing and outdated service models.
The Solutions
- Re-engineered help desk architecture and service delivery model to ensure 24/7 availability.
- Deployed a remote monitoring and management (RMM) tool along with a self-service portal.
- Migrated infrastructure from a private data center to Microsoft Azure, including:
- Azure application development
- Azure Managed Cloud Services
- Azure security, governance, and compliance
- Conducted a thorough software license evaluation to optimize and reduce costs.
- Implemented best practices in infrastructure managed services, combining onsite and offsite support teams.
- Ensured SLAs were met with structured reporting and compliance management.
The Results
- Stronger cybersecurity posture with proactive threat prevention and ransomware risk mitigation.
- Improved system uptime and user productivity with around-the-clock help desk support.
- Reduced software and licensing costs through strategic evaluations and optimization.
- Scalable IT infrastructure with enhanced flexibility via Azure migration.
- Faster resolution times and improved associate experience through efficient support operations.
- High client satisfaction due to transparent communication and proactive service delivery.
