Case Study: Large Multi-National Investment Bank.
Client Profile
Why Leave Microsoft Support?
Plan B if the Bank 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 have to sacrifice 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 Bank’s tickets –increasing vs. decreasing engineering resources intimately familiar with their company and systems.
Why Switch to US Cloud
After searching for multiple alternatives in late 2019, the Client admitted that only US Cloud had a service capable of replacing their Microsoft Support.
Benefit
Plan B if the Bank 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 have to sacrifice 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 Bank’s tickets –increasing vs. decreasing engineering resources intimately familiar with their company and systems.
Support Example
Users Seeing Double When Booking Calendar Events
This ticket wasn’t a major emergency, but it was a very annoying and visible issue for many users. US Cloud was able to come in and close the ticket the same day after Microsoft had done nothing on it for a month.
—William B., Information Technology Manager
Users were reporting sporadic instances of O365 Outlook calendar events doubling when entered or changed. The Client had tried to identify the commonalities in the sporadic events but was unable to pinpoint the problem.
As this was a new US Cloud Client, there had also been a previous ticket escalated to Microsoft, but no resolution had been offered in the four weeks the ticket was open. In addition, it had been over 10 days since the Client was able to get any update at all from Microsoft.
A US Cloud ticket was opened and worked that same day. This was a problem that US Cloud engineers have seen multiple times, so the Client was instructed to investigate the users and instances where the problem occurred, looking for a common thread of multi-device access.
When the Client confirmed the hypothesis, US Cloud informed the end user that typically this happens when there are multiple devices synced with the mailbox –especially if there are other delegated users for the mailboxes. The client was given instructions on how to reconfigure the problematic mailboxes / user accounts and the ticket was resolved and closed within a day of submittal.
Microsoft finally simply closed the original ticket without any update or communication with the Client a week after it had been solved.
