Europe (EU) US Cloud Microsoft Support Case Study


EU Europe Microsoft Unified Support Case Study – Financial Firm Factors in US Cloud 72% SavingsGlobal 2000 European Union (EU) investment firm is showing strong momentum including IT efficiency gains around Microsoft support. The financial enterprise is moving all its divisions from Microsoft Unified to US Cloud for a 72% cost reduction in 2021. Analysis shows the firm will recoup €21M EUR ($25M USD) over the next five years.

Audience: IT Sourcing, Procurement and Vendor Management | Enterprise IT Executives | EU Financial & Banking

Year 1 Transition from Premier to Unified – Big Euro Discounts

In order to make the transition from Premier Support to Unified in 2020 as painless as possible, Microsoft included a 35% Transition Adjustment and 37% Software Assurance Benefit credit to offset the Unified cost increases across all divisions for the Financial enterprise.

Some European Microsoft support customers are being sold Premier but the contract has all the monikers of Unified. Analysts note that most enterprises are now in Unified with the exception of government and education verticals.

Microsoft Premier to Unified Support 72% Discounting - Transition Adjustment + SAB Credit

MSFT Unified 72% Discount – Year 1 – One Division of EU Investment Firm

Year 2 Unified – No Discounts Offered Resulting in 72% Cost Increase

Europe EU Microsoft Unified Support 72% Cost IncreaseWith the global economy shifting into recovery mode, analysts are reporting less discounting being offered by Microsoft for Premier or Unified support services.

Year 2 of MSFT Unified resulted in the removal of the 35% Transition Adjustment discount and 37% Software Assurance Benefit (SAB) credit.

Cost avoidance analysis of years 2022-2025 highlighted additional increases of 259% over the next 4 years when overlaying the firm’s IT roadmap with associated Unified costs.

The financial enterprise recouped €4 M Euros (EUR) in year 1 and an additional €17 M Euros (EUR) over the next four years allowing them to invest in strategic IT initiatives driving competitive advantage and growth.

Key Decision Drivers on Selecting US Cloud

Europe EU US Cloud Microsoft Enterprise Support Saves 72%Cost cutting of 72%
Singular Focus on Microsoft enterprise support
24/7/365 global coverage
Sub 15-minute response times

An analyst in London recommended US Cloud. Once IT Compliance addressed GDPR and follow the sun support, the transition was fairly straightforward. The cost avoidance will allow us to fund our new mobile platform scheduled for release in Q3 2022. — Phillipe I, Office of the CTO, Global 2000 EU Investment Firm

No TAMs – Only India Based Account Managers

It’s the first time we’ve seen a client report the CSAM contract explicitly calls out Microsoft Affiliate service delivery in India. This results in a double efficiency gain and gross profit increase for Microsoft.

Europe EU MSFT Unified Support Outsourced to India1) Moving from Technical Account Managers (TAM) to Customer Success Account Manager (CSAM) cuts the average EU salary from €183,000 to €83,000.

2) By offshoring the CSAM function to India, Microsoft cuts that cost in half again to an average of €38,000 fully loaded with benefits.

US Cloud predicts this model will become the norm for 2022 and beyond as the “unlimited ticket” Unified load builds and the IT outsourcers scale out the CSAM delivery model for Microsoft.

EU US Cloud Microsoft Support Case Study

Investment in US Cloud Support Services Pays Dividends

Europe EU Wealth Management Firm Case Study - US Cloud Microsoft Support

Client: Large European Union (EU) Investment Firm

Industry: Wealth Management

Annual Revenue: €10 B

Key Drivers: Cost avoidance

Client Profile: A European (EU) multinational investment bank with over 11,000 employees that had migrated a majority of key Microsoft systems to the cloud.

Why Leave Microsoft Support: This sophisticated EU wealth management firm was being forced from Microsoft Premier Support into Unified Support. Traditionally the Client’s high-caliber internal IT staff solved the majority of Microsoft break-fix tickets. Only ultra-complex issues or ones that required code or tenant access were submitted to Microsoft Support. With the “all-or- nothing” pricing of Unified Support, the Client’s traditional approach of buying just the support hours they would need became impossible. Forced into the new pricing formula the Client immediately started to search for a replacement for Unified Support that more closely matched the Premier Support model they had tailored their internal resources to.

Switching to US Cloud: After searching for multiple alternatives in mid 2021, the Client admitted that only US Cloud had a service capable of replacing their Microsoft Support.

Budget Dollars SavedEurope EU Financial Case Study - US Cloud Microsoft Support Services
Year 1: €4,400,000
Cost Reduction
Year 1: 72%
Cost Avoidance
Years 2-5: 259%
Plan B if the Investment Firm had to stay with Microsoft was a significant layoff in the IT group. By reducing FTE headcount and leaning into Microsoft’s unlimited support hours model, they could largely offset the cost increase of Unified Support. However, by doing so they would have sacrificed significant institutional knowledge and expertise specific to their environments – familiarity that would have been lost by solely relying on generic support from Microsoft.
US Cloud was able to both save enough budget that all IT staff were retained, as well as creating a ”support pod” that leveraged the same engineering teams on the Investment Firm’s tickets – increasing vs. decreasing engineering resources intimately familiar with their company and systems.

Microsoft Unified Can’t Compete With The Truth

Microsoft Unified Can't Compete with the Truth

Microsoft Unified can’t compete with the truth about US Cloud. Unified support subscribers are finding themselves being misled by Microsoft support sales representatives who are struggling to compete with a US Cloud service that is on par with Microsoft Unified but 30% to 50% less cost. Recognize and dispel MSFT fear tactics to avoid losing immediate costs savings and future cost avoidance benefits.

Truly a Great Deal to Lose

There is a great deal of money at stake for some of these Microsoft enterprise support reps and they’ll clearly say anything to save the accounts.

We don’t ask anyone to take our word for it. Read the case studies, talk to your industry peers and try the service for yourself (via proof of concept). You will see why very, very few stay with Microsoft.

-Robert Perez, US Cloud, SVP Global Enterprise Services

Truth Be Told

Dispel Microsoft Unified fear tactics about US Cloud

Below are FUD Untruths (U) about US Cloud being used by MSFT to create fear, uncertainty and doubt (FUD) to delay Unified customers so they don’t have enough time to validate US Cloud capabilities.

Microsoft FUD-U #1: US Cloud can’t compete with MSFT for support services.

US Cloud FACT #1: Although new for Microsoft products, independent 3rd-party support is a well-established model for other enterprise software platforms – such as Rimini Street for Oracle/SAP and Origina for IBM. We are 100% focused on providing Microsoft support and have created a model that also provided access to Microsoft Support when needed. We do it all day, every day and have been successfully converting and keeping Microsoft Support clients of all sizes for years.

Microsoft FUD-U #2: US Cloud can’t escalate tickets to Microsoft.

US Cloud FACT #2: US Cloud offers fully managed priority routing for the roughly 5% of on-prem tickets and 20% of cloud tickets that require escalation to Microsoft. To do this we utilize our proprietary elite Microsoft partner network and the highest level of Microsoft Premier for Partners support contracts.

Microsoft FUD-U #3: US Cloud is no longer a Microsoft Partner and can’t give you expert support.

US Cloud FACT #3: Not since we became fully independent in 2019 to fully focus on competing with Microsoft to deliver comparable support for a more reasonable price. US Cloud no longer sells Microsoft licensing or receives incentives from Microsoft – we always act in our client’s best interest We have built ultra-focused, low-overhead operations in the Midwest with no outside investors and boast 20+ years of financial stability as a company.

Microsoft FUD-U #4: Dropping Microsoft support will damage your MSFT relationship.

US Cloud FACT #4: Not a single one of our Clients have reported any problems with their Microsoft relationship or with their MSFT product sales teams. Sales for Support and software licensing are completely separate and in many cases EA negotiations go smoother without support service issues as part of the conversation.

Microsoft FUD-U #5: Open MSFT tickets will be lost if you switch to US Cloud.

US Cloud FACT #5: US Cloud has a comprehensive onboarding process run by your TAM and Client Success Team, which includes full ingestion planning to take over any outstanding Microsoft PRS tickets or engineering engagements. We typically have new clients submitting tickets within 7-10 days of contract signing.

Microsoft FUD-U #6: US Cloud support is less secure than MSFT Unified.

US Cloud FACT #6: Unlike Microsoft, US Cloud has never been breached and guarantees sensitive client information is encrypted both in motion and at rest. Built to the standards necessary for our US Federal clients, US Cloud systems and operations were designed to be ultra-secure. For comparison’s sake, US Cloud operates with a higher level of system security than the largest payroll processing company in the US.

Microsoft FUD-U #7: US Cloud can’t provide DSEs for project support.

US Cloud FACT #7: US Cloud can provide DSE’s on virtually any MSFT technology. Also, US Cloud hours can be used for both PRS / break-fix as well as for engineer-led proactive support for projects, readiness assessments, system health-checks, etc. We have a full proactive services catalog.

Microsoft FUD-U #8: US Cloud doesn’t have the experience or depth to support your enterprise.

US Cloud FACT #8: US Cloud Premier Support provides access to 250+ MSFT certified L2 to L4 engineers with expertise that spans the entire Microsoft product line. US Cloud engineers average 15+ years of experience with multiple MSFT certifications.

The Truth Will Set You Free

Rescue your IT budget from Microsoft Unified cost increases with US Cloud

The truth about US Cloud Microsoft enterprise support services will set your IT budget free. 5 year Microsoft Unified support cost forecasts are averaging an increase of 3 – 5x. Procurement officers are getting the benefits of immediate cost reduction and future cost avoidance by moving to US Cloud.

Enterprises moving early to cut and better yet avoid costs, have an advantage over their peers. Optimizing your Microsoft Unified support contract in 2021, yields larger savings over time and thus greater investment for strategic growth spends.

US Cloud Sponsors ProcureCon IT Event – April 20


US Cloud Sponsor ProcureCon IT North America 2021

US Cloud is sponsoring ProcureCon IT North America on April 20, 2021. This is a virtual event for senior IT sourcing executives, SAM, ITAM, IT procurement and vendor management professionals. Free sign up.

Audience: Sourcing, Procurement and Vendor Management | SAM | ITAM

The IT Sourcing Virtual Event of the Year

As an IT procurement leader, failing to establish your role in digital transformation could make your team less valuable to the business.

Are you offering insights into the best commercial partners for AI, automation, data analytics and mobile apps? What’s more, are you investing in the right cloud, software, telecoms and hardware solutions to support your organization’s drive to digital?

To find out how your IT Procurement, SAM, ITAM and Vendor Management programs measure up against North America’s top IT spenders, participate in easily accessible fireside chats, panels, and interviews, all available digitally and on-demand. ProcureCon has been bringing you industry-leading content for 20 years, and is proud to be a valued community partner.

Where IT Procurement, SAM and ITAM Come Together

Learn from multiple, live conversations so you gain unbiased perspectives on what’s working right now. (They might even disagree on some points – but you’ll get the full picture.)

We provide custom-made, high-level content that fosters a fruitful dialogue amongst participants. Engage in in-depth discussions on how senior executives are leading the charge, to provide you with a rare chance to benchmark against the biggest brands in the country.

Join our virtual roundtable discussions where you’ll get face-to-face interaction with speakers, sponsors and your peers!

IT Procurement Sessions

ProcureCon IT North America 2021 IT Procurement, SAM and ITAM Sessions

Using Intelligent and Automated Procurement for IT Purchasing


Solving Challenges For Building Diversity Spend in the IT Taxonomy


Cloud, SaaS and Application Licensing Best Practices


How To Gain New Efficiencies Across Your IT Spend


Developing New Skills For IT Sourcing And Vendor Management In The New Digital World


How To Develop An IT Procurement Strategy To Support The Data-Driven Digital Transformation Required By Your Business


Transforming Vendor Management Into A Strategic Business Function


Cybersecurity and Data Protection


Microsoft Support Contracts – New Cost Reduction and Avoidance Opportunity

10 Supplier and Vendor Management Workshops
11 Contracting Strategy Workshops
12 Interactive Roundtables
IT Procurement, SAM, ITAM Partner with US Cloud
Microsoft Premier and Unified Support Alternative - US Cloud

Next Steps:

Save 30-50% with US Cloud

Enterprises worldwide are replacing Microsoft with US Cloud to save 30-50% on support costs.

Enjoy ultra-responsive, 24/7 fanatical global support from domestic US teams while freeing up funds to invest in innovation, create competitive advantage, and drive growth.