VMware Support with TSE Level 2 Expertise for a US-based Cloud Computing Technology Provider
Overview
The customer is a $14 Bn leading American cloud computing and virtualization technology company headquartered in California. ACL Digital has provided TSE Level 2 support engineers for end customer support. By enhancing responsiveness, automating processes, and establishing robust governance and performance metrics, ACL Digital drove substantial operational efficiencies and customer satisfaction for the client.
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Challenges
Complex Cloud Environment
Improve the technical staff’s responsiveness to minimize disruptions for customers
Limited Security Expertise
Streamline and automate siloed processes managed through a ticketing system
Evolving Threat Landscape
Increase predictability and overall service quality for end customers
Benefits
Leverage the data for clinical and operational decisions to support and deliver value-based healthcare
Improved Security Posture
Our experienced team with a proven track record ensures that you receive expert guidance every step of the way.
Enhanced Visibility
We offer customized, comprehensive cybersecurity coverage, designed to meet your unique business needs.
Reduced Costs
Utilizing cutting-edge tools, we continuously innovate and improve to stay ahead of emerging threats.
Compliance Adherence
With a focus on collaboration and results, we prioritize building solutions that work effectively for your organization.
Benefits
Leverage the data for clinical and operational decisions to support and deliver value-based healthcare
Improved Security Posture
Our experienced team with a proven track record ensures that you receive expert guidance every step of the way.
Enhanced Visibility
We offer customized, comprehensive cybersecurity coverage, designed to meet your unique business needs.
Reduced Costs
Utilizing cutting-edge tools, we continuously innovate and improve to stay ahead of emerging threats.
Compliance Adherence
With a focus on collaboration and results, we prioritize building solutions that work effectively for your organization.
Outcome
Leverage the data for clinical and operational decisions to support and deliver value-based healthcare
- Improved operational efficiency through SLA-driven mechanisms
- Supported over 10,000 customers and managed approximately 3,000 incidents per month
- Implemented centralized governance and communication management.
- Boosted customer satisfaction through process improvements, SOP creation and documentation, and process automation
- Cut down pending ticket backlog by 40%
