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Our client that mines precious metals faced significant hurdles with their on-premises backup solution, Commvault, spanning configuration management, backup job oversight, and restoration timeframes. These challenges presented obstacles that hindered their disaster recovery capabilities and posed limitations on the scalability initiatives vital for accommodating the company's evolving needs and growth trajectory. The complexities in managing configurations, monitoring backup jobs effectively, and reducing restoration times underscored the pressing need for a comprehensive overhaul of their backup infrastructure to ensure robust disaster recovery mechanisms and streamlined scalability pathways.

Our proposal entailed migrating our client's backup infrastructure to a Commvault setup hosted on AWS. By leveraging the multi-availability zone feature within AWS, we aimed to enhance the redundancy and scalability of their backup system. This migration to AWS offered improved fault tolerance through redundant data storage across different zones and provided the flexibility to scale resources dynamically based on workload demands. The utilisation of AWS infrastructure allowed for enhanced data protection, increased system reliability, and the ability to seamlessly expand storage capacity as needed, ensuring a robust disaster recovery framework and accommodating future growth requirements effectively.

A prominent shoe designer and manufacturer encountered the task of transitioning their IT service management system from ServiceNow to SolarWinds without compromising the functionality of critical use cases. With an impending deadline to retire ServiceNow, Toms required support to streamline the migration, improve workflow efficiency, and fully leverage the capabilities of SolarWinds in the process.

Our team worked closely with Toms to meticulously orchestrate a seamless transition from ServiceNow to SolarWinds. The project commenced with a comprehensive discovery phase, allowing us to delve into the current environment and thoroughly assess the existing ServiceNow setup. By pinpointing areas for enhancement and devising a detailed design and actionable strategy, we paved the way for a successful migration. A pivotal focus of the project was optimising workflow design. We thoroughly reviewed Toms' current workflows in ServiceNow, identifying opportunities for improvement and reshaping them to better align with SolarWinds functionalities. This involved refining severity/priority settings, SLAs, onboarding/offboarding procedures, and approval protocols, ensuring efficient operations within the new platform. Moreover, we tailored reports and dashboards in SolarWinds to cater to Toms' specific business requirements, offering valuable insights and bolstering decision-making capabilities. Implementation of notifications for prolonged or dormant tickets boosted overall efficiency and responsiveness. Data migration and integrations played integral roles in the project's success. We effectively transferred two years of incident records for reporting purposes, with additional historical data migrated as necessary. Seamless integrations with platforms like Microsoft Teams were established to foster enhanced collaboration and communication. Throughout the project lifecycle, we strongly emphasised training and knowledge transfer for the internal team. Collaboratively developing training materials and conducting hands-on sessions ensured the team was well-prepared to leverage SolarWinds to its full potential.

The county encountered obstacles due to its outdated contact center infrastructure based on a legacy Avaya system. This aging system's limitations in scalability, advanced functionalities, and adaptability impeded the county's capacity to provide efficient and effective services to its residents. In response, the county aimed to revamp its contact center setup to enhance customer accessibility, optimize operational workflows, and harness cutting-edge technologies for superior service delivery.

Teaming up with our experts, the County initiated a robust Enterprise Contact Center Modernization initiative. Opting for a shift to Cisco's cloud-based Webex Contact Center platform, the county harnessed its cutting-edge functionalities and features. The project encompassed the replacement of the existing DTMF IVR with Cisco's conversational IVR, integrating Automatic Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities, and implementing real-time reporting, call recording, and CRM integration. With the new platform, Miami Dade County could engage with residents through multiple communication channels such as phone, email, live chat, social media, and SMS/text messaging. AI-driven Virtual Agents empower residents with self-service functionalities, elevating accessibility and convenience. The platform's microservices-based architecture facilitated scalability and swift feature deployment, ensuring adaptability to changing requirements. Supervisors were furnished with Cisco Webex Workforce Optimization tools encompassing call recording, quality management, workforce management, and analytics, empowering them to lead their teams efficiently and foster outstanding customer experiences. Seamless integration facilitated the transmission of pertinent information, offering comprehensive insights into customer interactions.