The Challenge
Proactively Managing the Health and Productivity of an Eclectic PC Environment
A Fortune 500 Company, this multinational technology giant designs, manufactures, and sells a wide range of technology products, including personal computers, smartphones, workstations, electronic storage devices, and IT management software.
Appraised for their innovation, this company dominates over 180 markets globally. Their top-level customer service and approach to addressing the needs of different user segments has helped establish a robust and varied clientele across products and sizes, with consumers varying from individuals and small businesses to large global enterprises.
However, the combination of an expansive product line, 180 markets, and 21 offices worldwide created a perfect storm for complications in the health and productivity of their own PC environment.
With an eclectic mix of workstation models and configurations dispersed across various departments and worldwide locations, their IT service desk needed help keeping up with proactively managing and monitoring the status of their own devices. Hardware faults, diminished employee productivity, and escalating operational costs started to rise amongst the disorganization.
They needed a partner who could build upon their existing infrastructure, seamlessly integrating their innately complex workstation ecosystem with comprehensive real-time insights for more effective management and predictive maintenance – all while ensuring the customer experience was never minimized.
The Outcome
AI-Powered Predictive Monitoring for Proactive Hardware Maintenance
Having previously demonstrated our proficiency in predictive hardware monitoring to the client with our Desktop Resident Tool application, it was time to step things up a notch.
First, we implemented an AI-powered predictive monitoring application, targeting a subset of workstations across various departments. This sophisticated tool equipped the IT service desk with real-time insights into the health and performance of all their devices, enabling remote monitoring and diagnostics.
For maximum impact, the solution focused on two primary areas: proactive hardware identification and enhanced PC performance. With automatic, active hardware scanning and fault identification, this multinational tech company was able to leverage insights into system health and performance, enabling preemptive maintenance and optimization. Equipped with this new capability, our client slashed their downtime by 70%, ensuring consistent productivity and alleviating any end-user impact.
Having established proactive data management and prognostic maintenance, the implementation of Sutherland’s AI-powered predictive monitoring system marked a significant transformation for the tech giant. As a result of that success, both employees and consumers experienced a boost in productivity and experience. With employees encountering far fewer disruptions during their workday, the optimized performance of PCs translated to higher productivity levels. Paired with AI-powered internal efficiency, Sutherland assisted in scoring the team at this multinational tech company a 20% boost to their FCR.
Additionally, the cost savings associated with this transformation were substantial. By preventing hardware failures before they occurred, Sutherland minimized the need for costly emergency repairs and replacements, with a 50% reduction in monthly hardware-related expenses. The system’s predictive maintenance capabilities also extended the lifespan of hardware components, reducing the frequency of necessary replacements and thereby lowering capital expenditures.
Furthermore, the optimized performance of PCs ensured that employees experienced fewer disruptions, which not only enhanced productivity but also reduced the hidden costs associated with lost work hours and decreased employee morale.
“Having previously successfully worked with this client, it was now time to eradicate their limiting hardware issues by introducing an AI-powered predictive monitoring application. With automatic, active hardware scanning and fault identification, our client was able to cut hardware issues dramatically, unlocking improved employee productivity, significant cost savings, and reduced downtime.”
Increase in FCR – First Call Resolution
Reduction in Downtime
Reduction in Monthly Hardware-Related Expenses
Seamlessly Integrate AI-Powered Insights Into Your IT Service Desk With Sutherland
Industry
Technology
