Case Study How INOC Helped Smart 3rd Party Repurpose Its Valuable IT Resources and Scale for Growth Through Operational Improvement and 24x7 NOC Support

The Challenge

Due to exponential growth and rising customer demand, Smart 3rd Party had to expand its support operations from a call center environment to a state-of-the-art Network Operations Center (NOC). More sophisticated end-user demands required the company to be able to serve customers with multiple locations and across different geographies, as well as support the infrastructure equipment.

Furthermore, the company sought to expand its team of engineering professionals to offer a depth of knowledge and expertise that enabled it to meet its customers’ technology support requirements across a greater variety of platforms. Most importantly, Smart 3rd Party needed a partner who understood the level of service its customers had grown accustomed to and maintained the technical know-how to provide top-tier support 24x7.

The Solution

After due diligence, Smart 3rd Party selected INOC’s 24x7 NOC services to supplement its existing maintenance operations, including efficient trouble ticket resolution and escalation, as well as monitoring and technical troubleshooting across various technologies, including: hubs; switches; routers; network interface cards (NICs); disk arrays; tape libraries; storage area network (SAN) switches; and host bus adapters (HBAs).

Upon completing an in-depth needs assessment, INOC employed its streamlined and mature system of technical experts and processes and state-of-the-art technology across Smart 3rd Party’s maintenance support operations. This included deploying iMonitor, its proprietary monitoring and NOC operations platform that was built from the ground-up, as well as NOCVIEW4, INOC’s web-based portal that provided Smart 3rd Party with visibility into its network elements, IT infrastructure monitoring and support activity in real-time.

INOC also provided Smart 3rd Party customers with access to 24x7 support and in-depth technical expertise of INOC’s NOC professionals and certified engineers. Unlike the support staff of many OEMs, these technicians are based in INOC’s NOC facility in Madison, WI. They maintain a deep understanding of Smart 3rd Party’s business and processes, enabling them to react to customer support needs appropriately, coordinate and work with other providers and properly escalate/engage as needed to reduce incident diagnosis and resolution timeframes.

This combination of people, processes, and technology provided Smart 3rd Party with rapid 24x7 support and problem resolution for mission-critical systems and hardware in accordance with their customers’ specific service levels.

The Results

By selecting INOC’s 24x7 NOC Services, Smart 3rd Party has been able to repurpose its valuable IT resources to focus on more critical customer needs, while substantially expanding the breadth and reach of its services and technical capabilities. With additional dedicated and highly technical resources, Smart 3rd Party is now agile enough to respond quickly to customer needs across a greater variety of IT technology, equipment and applications as well as larger distributed environments.

Smart 3rd Party was also able to exponentially grow its business without spending the valuable time or incurring the costs associated with hiring, training and managing a large team of 24x7 NOC professionals and engineers. The partnership with INOC has given Smart 3rd Party a competitive advantage, enabling the company to deliver a true, 24x7 manned operation providing first-call resolution and platform uptime of mid-sized and large OEMs without the premium price tag.