Off-peak hours IT support for a US based MSP

Customer Intro:

A mid sized managed IT service provider and System Integrator serving enterprise customers nationwide providing RMM and monitoring

Problem Statement

When we had approached this customer, they were facing some issues to provide network assistance after 9 to 5 office hours, especially for graveyard shifts, along with support during weekends and holidays. Rotational tech crews adept in system administration and cybersecurity proved difficult to organize and expensive to implement. The client struggled to serve customers that operated around-the-clock while also retaining their existing talent.

Solution

Quadrang Systems built an outsourced system engineering team schooled in monitoring, network operations and server management to fill night and weekend rotationally. Hand-picked specialists covered 16 of 24 hours daily along with full 24 hrs for weekends and holidays providing enterprise-grade IT support without the client taking on more full-time hires.

Results and Benefits:

This was supposed to be a stop-gap arrangement by the client, but upon seeing the success and results of this setup, the client made this almost permanent. By leveraging Quadrang’s flexible resourcing model, the managed service provider delivered continuous tech support that satisfied client SLAs. Handovers from the US and India team happened and tickets were kept updated and emails and calls were answered until their clients were happy. Round-the-clock availability bolstered customer confidence while the variable costs freed up capital to reinvest in sales, marketing and service development.