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Benchmarking for Cost Optimization and Plan Restructuring | Wireless

Digital Optimization™ Increasing Capacity Success Story Telecom

Problem Statement:

A leading global consumer goods company needed to assess their wireless spend due to a high number of zero usage devices they were still paying for following organizational changes. They wanted to do validation and benchmarking exercises of the costs associated with their current provider before the end of their agreement. The analysis resulted in better providers, leveraging renewal credits, significant cost-savings, and better overall terms for their contract.

Solutions: 

  • Utilized a vendor within Digital Optimization™’s extensive network to do an accurate benchmark and determine if they could negotiate a better price, better long-term solution, and better wireless plan (minutes per month and devices) with a different vendor.
  • As a Gartner partner, Digital Optimization™ was able to obtain information on leading technologies in the space – content and data – which are significant to the decision-making process for cellular providers in the space.
  • The client utilized the information Digital Optimization™ provided them with, including a competitive rate that would result in approximately $26k in monthly savings if they switched to the new vendor. 
  • The alternate solution would also eliminate the zero usage charges they were paying on their current devices with just one month of savings. 
  • The client took the information and rates back to their existing vendor to negotiate a better rate for all devices, negative zero usage, and a better plan.

Results:

  • The benchmarking exercise resulted in the client saving $26k/month or $936k in  savings over a three-year contract.
  • The customer took the assessment back to their current provider and negotiated a better contract, an upgrade on their phones, elimination of the zero usage charges, and the ability to leverage renewal credits.
  • During the procurement process alone, there was an additional $20k-$30k savings because of changing their plan right away per Digital Optimization™’s recommendations.
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Digital Optimization® of Business Application: Automation

Digital Optimization™ Optimizing Business Application Resolve.IO

Problem Statement:

An advanced telecommunications provider wanted to maintain 24×7 uptime across the network without ripping and replacing current diagnostics. They also sought to increase response time in resolving incidents, reducing reliance on ticket escalations, and other problematic delays.

Solutions: 

  • With Resolve Actions intelligent automation, the client was able to use one platform to automate across the IT ecosystem while integrating with existing IT solutions.
  • Combining Resolve with IBM® Tivoli® Netcool® Software, the telecom provider is now able to prevent network downtime and service degradation, achieve enhanced internal collaboration, streamline workflows, save thousands of hours each year to positively impact customer service
  • Leveraging Resolve’s expansive pre-built automation content library, the client has over 200 action tasks automated, which continues to grow as the team constantly identifies trends coming into the network operations center that can be automated. 

Key Benefits:

  • $1M in Monthly savings – Faster resolution, reduced escalations, and automated validation, diagnosis, and resolution all contribute to savings
  • Rapid Time to Value – 277% savings over alternative solutions with an ROI of less than 9 months
  • Unified Control – Streamline workflows with Resolve as the central repository for internal information, configuration, and understanding of different customers, with the capability for integration with other technologies
  • Reduced Escalations – CSRs are empowered to fix complex issues on their own for faster resolution and improved productivity

Resolve’s cross-domain IT automation delivers immediate ROI, reduces MTTR, prevents outages, reduces alarm noise, provides real-time visibility, and scales seamlessly into the future.

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Digital Optimization® of Business Application: AIOps

Digital Optimization™ Optimizing Business Application FixStream

Problem Statement:
A large enterprise with global infrastructure had its support provided by diverse operational tooling without any correlation of events. This led to significant downtime and customer impact due to increased delays caused by efforts to rationalize the outage’s root cause. By implementing Resolve Insights AIOps, this company was able to reduce outage time from two hours to 38 minutes, minimizing impacts to clients.

Solution:

  • Resolve Insights enables a predictive approach to incident resolution using AI and machine learning to reduce the MTTR, saving employees time normally spent troubleshooting
  • The AIOps platform correlates infrastructure, creating a visualization of the environment in one view that is customizable to support operational processes, much like Google Maps performs for roads
  • A global inventory view of IT assets was created, which serves as the CMDB for operations teams
    • Improving situational awareness by discovering unexpected technical inventory
    • Detecting devices operating at or over capacity

Results:

  • A consolidation of tooling saved $350,000
  • Return to operations metrics were improved by over an hour per incident
  • Reduced overall hours in troubleshooting and recovery
  • An optimized view of infrastructure modernized IT operations and reduced costs

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Optimizing Cyber Security Risk: Success Story

Digital Optimization™ Optimizing Cyber Security Risk

Problem Statement:
A large global fintech company with over 150,000 endpoints struggled with cyber attacks and breaches, and could not rationalize millions of lines of security logs to understand where the real threat lie and which assets were exposed to the internet and weaponized.

Value-based business solution:

  • Digital Optimization™ recommended a solution leveraging RiskSense to automate security risk management from detection to remediation
  • Using the RiskSense AI and SaaS analytics, the security team was able to analyze thousands of vulnerabilities across thousands of hosts and applications in minutes, to focus on and eliminate the ones that posed the greatest and most immediate risk.
    • A key benefit of this analysis was the identification of key risk indicators, which was easily and immediately explainable to all stakeholders via the RiskSense Security (RS3) score, much like a credit score rating. Toolset also allowed for centralized reporting providing SecOps, network, CISO, c-suite and others the opportunity to communicate efficiently and effectively the strategy to all impacted stakeholders.
    • RiskSense platform provided a go-forward “single source of truth” that not only enabled the remediation of the key vulnerabilities, but fostered cooperation between both the security and operational teams who were able to quickly and effectively trust and verify that the remedies applied truly mitigated the risk.
  • The proposed solutions were implemented with RiskSense, successfully hardening the global enterprise by prioritizing immediate response and reduced cost by shifting resources to skill appropriate tasks.

RiskSense helps company’s drastically reducing remediation time, thus reducing the risk of a cyber breach.

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Optimizing Service Desk with Automation

Person at a desk with a question mark representing service desk

Problem Statement:

A Global financial institution sought to reduce manual processes to improve productivity and cost efficiencies. They needed a flexible, scalable self-service solution for the global service desk to accelerate incident resolution while addressing gaps in knowledge management among existing ITSM tools. 

Solutions: 

Resolve Actions automation platform was rolled out to 17,000 users to deliver synchronous automation triggered by incidents and end-user interaction. Guided workflow and decision automation were provided for an intuitive, robust means to maintain knowledge and keep information updated and actionable

Results:

  • 60% reduction in ticket volume by proactively managing application, data center, and network alerts
  • $1 million saved annually by applying Resolve Actions to 20 of the most frequently occurring alerts, resulting in faster responsiveness and lower cost in responding to events. 
  • Incident handling time reduced by up to 50%
  • Incident volumes reduced by up to 30%
  • Critical process knowledge for IT support and operations was located centrally and tied to a large and expanding library of automation modules. 
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