Mobile Device Management Automation

 

Global Industrial Organization

Developed Global Telecom Expense Management software solution with automated end-to-end delivery and live support, achieving substantial cost savings in the first year. The project involved integrating the software solution into existing systems, ensuring seamless automation from initiation to completion, and providing robust live support to address any issues promptly.

 

The first year post-implementation saw significant cost reductions, demonstrating the effectiveness of the software in optimizing telecom expense management on a global scale. The success of this project highlights the potential of automated solutions in enhancing operational efficiency and achieving considerable financial savings.

Asset Management & Lease Management Optimization

​

Mid-size Healthcare Company

​

Implemented asset and lease management processes that significantly reduced hardware spending over three years and were recognized as best-in-class in an external audit.

​

Improved service desk performance, achieving over 95% first-call resolution and high customer satisfaction ratings. The introduction of robust asset and lease management processes lead to a marked reduction in hardware spending over a three-year period. 

​

Agile Transformation

​

Global Enterprise

​

An operations initiative delivering collaboration, transparency, customer focus, and continuous improvement. 

​

Implementation of strategic processes and tools designed to enhance internal and external communication, promote transparent workflow and decision-making, and place a strong emphasis on customer needs and feedback. Through a series of targeted actions and cultural shifts, the initiative successfully cultivated a more collaborative and adaptive work environment. This approach not only improved operational efficiency and team dynamics but also significantly enhanced customer satisfaction and engagement, demonstrating the value of a holistic, customer-centric approach to organizational operations.

Service Desk Performance Improvement

​

Mid-size Life Sciences

Mid-size Healthcare

Global Finacial Services

​

Improved service desk performance in three separate organizations, achieving over 95% first-call resolution and high customer satisfaction ratings.

​

Through strategic process optimizations, staff training, and technology upgrades, these organizations significantly improved their ability to resolve issues promptly and effectively on the first call.  There was a marked increase in customer satisfaction ratings, reflecting the positive impact of these changes on the overall customer experience. 

Consolidation of Collaboration Tools

​

Global Industrial

Non-Profit

​

Transitioned to modern meeting technologies and integration of digital tools, enhancing the quality of in-person, remote, and hybrid meetings.

​

Advanced conferencing technologies, including high-definition video and audio capabilities, as well as interactive features like screen sharing and real-time collaboration tools. The integration of these technologies facilitated smoother, more engaging, and productive meetings, regardless of participants' locations. This shift not only improved the quality of communication and collaboration but also adapted seamlessly to various working environments, accommodating the evolving needs of a modern workforce. 

IT Service Portal Redesign and Support Chatbot Implementation

​

Global Industrial

​

The introduction of a simplified portal, complemented by a well-designed chatbot, revolutionized the support experience for users. This strategic integration made accessing information and resolving issues more intuitive and user-friendly. The chatbot, equipped with advanced capabilities, efficiently guided users through various self-service options, providing immediate, accurate responses to inquiries and streamlining issue resolution. As a result, there was a significant shift in user behavior, with a 60% increase in the adoption of self-service support. This marked increase underscores the effectiveness of combining user-friendly interfaces with intelligent automation to enhance the overall user experience and encourage self-sufficiency.

Automated Device Deployments

​

Global Industrial

​

Developed and executed a strategy for automating the deployment of all device types across the organization.

​

Streamlined the device management process, reduced manual labor, and enhanced operational efficiency. End-to-end provisioning, configuration, and distribution of Mac, Windows, and mobile devices. This strategic approach accelerated the deployment process and ensured consistency and compliance in device setup across the organization. The success of the automation strategy significantly reduced deployment times minimized errors, and freed up valuable IT resources, demonstrating the effectiveness of automation in optimizing organizational technology management.