Our client is a large meat manufacturer that has positioned itself to be a leader in the highly fragmented meat distribution industry through a combination of an aggressive acquisition strategy and organic growth. From the beginning, this company knew it did not have the internal skills to develop and implement a robust service desk which would scale with the business. They needed a multisourced managed service provider who could not only help design a strategy, but implement it as well.
Transcend United worked with the executive team to develop a scalable sourcing strategy based on proven technologies and core competencies. The strategy outlined a process of selecting core applications, custom applications and designing a support and operational roadmap for them. Starting with the essentials, we designed a process for supporting all the Microsoft suite applications and less "core" applications. Then, to help our client manage its business and tie together each new acquisition, evaluated and selected key back office software platforms and support programs for each. Transcend United capabilities in operational management and service delivery resulted in a solution, that allowed our client to decommission their legacy ticketing system and leverage our web based platform for all service requests, change management and service level management, as well as bring new acquisitions on-line quickly and seamlessly. In addition, Transcend United provides this client with continuous technology training and technical support for its corporate and satellite offices. This ongoing, trusted partnership with Transcend United , allows our client the freedom to focus on managing their business, without having to manage their technologies.
Technologies & Techniques
- Outsourced Service Desk
- Managed Support
- Competitive Strategy
- MS Exchange/Email
- Microsoft Suite Support
This large energy company was looking for an outside party to review and critique their data network infrastructure architecture. The network infrastructure was designed over a decade ago and maintained to support data applications, but with convergence so readily available in the marketplace, their IT managers started to question whether the company's data infrastructure was ready to handle voice, video and data. The company decided to look retain a professional services group to review the design and make recommendations on how to prepare the network for convergence. Transcend United was engaged to analyze the current state, define the future state, and create a roadmap to bridge the two. The client came to Transcend United with a great deal of data it hoped would define the current state. This included business process summaries, as well as three key architectures: applications, data, and infrastructure.
Transcend United worked with the IT managers and network engineers to understand the existing data network and infrastructure components. Our team quickly assessed the gaps and areas needed to be refreshed in order to support a broader scope of application including video, voice and data. After the assessment and gap analysis work was completed by Transcend United engineers, the company was able to realize the changes needed to be performed on the network data infrastructure before adding additional production applications to the existing network. Finally, Transcend United and the client collaborated to develop a roadmap that clearly defined those changes that would be required to reach the future state.
Technologies & Techniques
- Data Architecture Review
- Technology Review
- Technology Consulting
This global public relations firm was in the process of reviewing their legacy telephony systems and needed help with understanding the different types of solutions that were available to them. The firm was vendor dependant for all their moves adds and changes and required more control and visibility into the firm's telephony communications. The firm could not dial between offices and the cost of communicating between offices both domestically and internationally had started to rise based on the growth of the business. Also, the firm had experienced several outages with their legacy system and management began to grow anxious. The firm did not have any back-up plans in the event the telephony system was unavailable and were concerned for the livelihood of their business.
The entire telephony infrastructure and all associated applications were quickly assessed, identifying and resolving security vulnerabilities and discovering opportunities for cost benefits on equipment, network and administration. The network was re-engineered to create a high-availability scenario, which would support the convergence of voice, video and data applications onto a single network. Transcend United provided an integrated IP telephony platform with unified messaging applications to eliminate the lack of integration between the global offices. With all the offices on a single network and single telephony platform, significant savings could be realized quickly and a disaster recovery plan could be implemented.
After the consolidations and reorganization led by Transcend United engineers, the firm was able to take back the operations of the telephony department and focus on supporting IT to make the business successful and innovative, instead of focusing on the daily issues and outages.
Technologies & Techniques
- IP Telephony
- Disaster Recovery
- Technology Consulting
- Business Continuity Planning
- Global Support
- Unified Messaging
A national transportation services company faced the loss of its IT director, and needed to operate their leading-edge technical environment seamlessly, without the benefit of knowledge transfer, and with little documentation on the center's new data network and the IP telephony application it contained. The organization was suffering from a reactive management strategy, and had a network and telephony application that worked only some of the time.
Transcend United provided an experienced IT Leader within days of the Director's departure, and immediately began improving upon the operational quality and cost effectiveness of the center's IT operations. Vendors were consolidated to save money on goods and services as well as improve service levels. The network was re-engineered to create a high-availability scenario, which stopping the lost emails and dropped calls that threatened the performance of the business. The entire IT infrastructure and all associated applications were quickly assessed, identifying and resolving security vulnerabilities and discovering opportunities for cost benefits on equipment and administration.
After the contributions led by Transcend United engineers and consultants, the company was able to take back IT services and hire a new IT executive to manage the day-to-day operations of the data infrastructure and telephony environment. Transcend United continues to monitor and proactively remediate higher level issues within the company's network environment.
Technologies & Techniques
- IP Telephony
- Monitoring
- Managed Service
- Service Desk
- Remediation
- Unified Messaging
Our client is a large real estate company with many geographically dispersed offices and growing very rapidly through acquisition and mergers. The challenges were retaining and training the help desk staff to learn new technologies and support multiple platforms during the acquisition and merger stages. Also, this constant growth created an environment where all the offices had disparate systems and no standardization company wide. With so many platform and tools, monitoring all the devices, applications and data was difficult and becoming more and more costly. The company also had lost it exchange administrator and messaging was a mission-critical application that needed to be supported and monitored on a full time basis.
Transcend United approached the company with several alternatives for souring including: operating the service desk in a hybrid fashion so our team could learn the environment quicker and meet the users, standardizing on a single IP telephony platform for all new offices and migrate older offices as the systems became unsupported, and finally have the administration of the messaging server done by multiple resources at our network operations center so the company would not be vulnerable to an employee resigning. Our team worked to complete these phases quickly and continue to manage the company's IT services today.
Technologies & Techniques
- Process Consulting
- Monitoring
- Managed Service
- Outsourced Service Desk
- IP Telephony
- Exchange Administration
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