What We Did
Our customer needed to modernize their IT service desk operations to handle a growing volume of requests more efficiently. We developed an AI-powered solution that automated routine tasks, provided intelligent recommendations, and continuously learned from user interactions.
Outcome
The solution enabled service desk agents to focus on more complex issues while the AI system handled routine requests, optimized resource allocation, and proactively identified potential issues before they impacted users. The AI-powered service desk set a new standard for efficiency, quality, and user experience.
- The AI-driven service desk automation reduced average resolution times by 45%
- Increased first contact resolution rates to 80%
- Significantly improved user satisfaction scores.
What We Did
Our customer needed modernization of a legacy system that enforces requirements for the Health Insurance Portability and Accountability Act (HIPAA).
Outcome
Within one year, we implemented a Resuable Shared Services Application Platform with Security Controls leveraging the Agile Scrum framework rebuilding the system on a modern Salesforce cloud platform.
- $6M Savings in System Integration and Support Costs
- 60% Increase in Efficiency
- 200% Increase in Compliant Audit Closures
What We Did
Our customer needed a Big Data Platform (BDP) solution leveraging Open Source Tools that combined the features and capabilities of several big data applications and utilities within a single solution.
Outcome
Transformed data fusion workflows to dramatically enhance analytics to collect a wide array of cyber metadata enabling Continuous Diagnostics and Mitigation (CDM).
- Analytics on a total data pool of over 5PB of data to meet customer demands and has sustained ingestion rates of 4.5Gbps.
- >300TB Stored in Hadoop which allows for 60 days of active (live) data
- Keeping pace with technology and cyber challenges through the integration of 40+ tools
What We Did
The customer needed to modernize an IT Shared Services environment with Storage Area Networks (SANs), Network Attached Storage (NAS), backup, and recovery environment including server, data, and switches supporting over a Petabyte of data networked in 2 data centers, and over 200 field office locations.
Outcome
Replaced inefficient, out-of-warranty, and unsupported systems, reduced IT footprint, operations and maintenance overhead with a new Enterprise Cloud Platform consolidating services across 13 operating agencies.
- $3.5M 5-year Cost Avoidance Realized
- 99% Improvement in Network Bandwidth Efficiency for Storage, Backup, & Recovery
- 400TB Expansion of backup-storage capacity
What We Did
Our customer desired a managed service desk solution for end-user IT support. They were transitioning their on-premise contact centers and support to a centralized managed shared services mode to be more scalable, modernized, and expansive in terms of support provided. Additionally, deskside support was transformed to service tiers, including VIP service.
Outcome
Delivered the ActioNetDesk™ ITIL/HDI-based service desk that provided our customer with a Single Point of Contact (SPOC) solution on a cloud-based, FedRAMP certified automated call distribution platform.
- > 90% First Call Resolution Exceeding Customer Requirements
- 97% Customer Satisfaction Ratings
- 60% Increase in Efficiency with Searchable Knowledge Base articles and Interactive Customer Dashboards