Implemented AI-Powered 24/7 Managed Services Model for a Parts Manufacturing Company
Overview
A leading parts manufacturing company faced challenges managing its IT operations due to a lack of centralized support, inefficient processes, and increasing security threats. The company partnered with ACL Digital, a renowned managed services provider, to implement a comprehensive solution leveraging AI/ML to enhance service delivery and improve customer satisfaction.
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Challenges
Fragmented Support
Multiple teams and tools led to inconsistencies and delays in service delivery
Inefficient Processes
Manual processes and outdated systems hindered operational efficiency
Security Risks
The company was vulnerable to cyber threats due to inadequate security measures
Solution
- 24/7 Support through multiple channels: Provided support via telephone, email, and IT Service Management (ITSM) tools around the clock (16/5/365 and 24/7/365 models).
- Program and Transition Management Offices: Established governance frameworks to manage end-to-end delivery, including incident, change, and problem management.
- Service Desk, NOC, and SOC consolidation: Implemented a centralized service desk acting as a single point of contact (SPOC) for all IT, cybersecurity, infrastructure, and business-related issues.
- AI/ML-Powered Tools: Integrated tools such as Manage Engine Log 360, Service Desk Plus, Desktop Central, IronScales Ultimate, CISCO Umbrella, Meraki, Cisco Identity Service Engine, and Azure AD for optimized monitoring, event, and incident management.
- Process Optimization: Applied ITIL V4-based process optimization to ensure seamless transition, governance, and service management
Outcomes
Faster response times
Using the AI-driven platform Sainapse, the company sped up response times by 70%, enhancing the service desk’s overall efficiency
Improved first-time resolution (FTR)
Sainapse analyzed incoming interactions to recommend the top 2-3 resolutions, increasing the FTR rate from 56% to 75% within the first three weeks of deployment
Enhanced customer satisfaction
Auto escalation capabilities using Sainapse ensured that critical issues were addressed promptly, resulting in higher customer and staff satisfaction
Centralized knowledge base
Agents accessed a single, centralized knowledge base through Sainapse, facilitating quicker problem resolution and improving service consistency
