{"id":499989,"date":"2014-11-21T14:25:26","date_gmt":"2014-11-21T13:25:26","guid":{"rendered":"https:\/\/www.devoteam.com\/success-story\/devoteam-helps-leading-msp-maintain-its-premier-position-in-europe\/"},"modified":"2025-06-16T13:44:21","modified_gmt":"2025-06-16T11:44:21","slug":"devoteam-helps-leading-msp-maintain-its-premier-position-in-europe","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/en-pt\/success-story\/devoteam-helps-leading-msp-maintain-its-premier-position-in-europe\/","title":{"rendered":"Devoteam helps leading MSP maintain its premier position in Europe"},"content":{"rendered":"\n

This leading European provider of managed network, hosting and cloud integration services for businesses chose Devoteam to deliver a solution that would improve customer satisfaction and retention following degradation of its carrier network.<\/p>\n\n\n\n

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The Snapshot<\/h2>\n\n\n\n
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1<\/strong><\/p>\n\n\n\n

A leading European provider of managed network and cloud services faced degrading customer satisfaction due to issues with its carrier network.
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2<\/strong><\/p>\n\n\n\n

The core challenge stemmed from inadequate performance management systems, which prevented accurate reporting and proof of service level agreement compliance, eroding customer confidence.
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3<\/strong><\/p>\n\n\n\n

We delivered a comprehensive consulting assignment that audited the failing systems, identified critical data and process flaws, and provided a clear three-stage roadmap to resolve immediate issues and strategically improve future operations.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

Main Challenges<\/h2>\n\n\n\n

Our client operates in 18 countries with a staff of 900, has an annual turnover of almost \u00a3200m and over 500 enterprise customers. It takes pride in combining its global reach with local expertise to give its customers a personalised experience that will help drive their business forward.<\/p>\n\n\n\n

The client\u2019s performance management systems proved inadequate, as the organisation was unable to report accurately to its own customers or prove it had met agreed service levels or contractual agreements. In turn, some of the client\u2019s customers were losing confidence in the service.<\/p>\n\n\n\n

Although an established user of CA Technologies\u2019 Spectrum and eHealth solutions for IT systems performance monitoring, the client\u2019s IT infrastructure had become complex and outgrown in-house expertise.<\/p>\n\n\n\n

What Did We Solve?<\/h2>\n\n\n\n

The client commissioned Devoteam to conduct a professional consulting assignment to overhaul its reporting and provisioning system. The assignment would define the problem, describe a preferred situation and propose a solution with timings and steps. <\/p>\n\n\n\n

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\"Quote\"<\/figure>\n\n\n\n

With Devoteam\u2019s help, we have recovered our premier position.<\/p>\n\n\n\n

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IT Director of a Leading Managed Services Provider in Europe<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

Through interviews, Devoteam identified the six stages of the provisioning process and their changes to data. This showed system failings and their impact:<\/p>\n\n\n\n