Overview
The client is a distinguished healthcare services provider at the forefront of leveraging cutting-edge technology to enhance healthcare delivery in the United States. The objective of this collaboration with ACL Digital was to establish a robust 24/7, state-of-the-art Network Operations Center (NOC) and implement Incident Management Support services. Through this collaboration, the client has not only fortified their technological backbone but also gained a competitive advantage by providing uninterrupted and high-quality healthcare services to their patients.
Challenges
Absence of a single monitoring and Incident management desk for business-critical applications and IT Infrastructure
Lack of visibility to their End-to-End Infrastructure
Performance issues and lack of reporting to management
Absence of SLA and Knowledge documents
Overhead of resources for delivery of services
Benefits
- Established a centralized incident management and monitoring desk, ensuring efficient handling of critical incidents
- Realized 30% reduction in operational costs by strategically phasing out redundant monitoring tools, optimizing resource allocation
- Achieved faster response times by deploying resources with specialized skills
- Delivered enhanced customer experience
