How Shift Ahead Achieved A 33% Savings On Internal Optimization

Shift Ahead Technologies offers innovative IT and telecom staffing solutions to address your business sustainability challenges, ensuring lifelong partnership and growth.

Recently, Shift Ahead Technologies nurtured and matured with the biggest ever local optimizations frenzy for a internal client, leading to a 33% cost reduction. Definitely, the costs were not reduced only in half and had been downturned through a third of the amount.

Besides, it was also a perfect opportunity for us to let our community know around into what's happening and to share thoughts within the trade with others.

The Client Problem: Lack of Insight into the Costs, Many Expenses 

Many organizations struggle with openness, which is the case with our multi-time zone (MTZ) services provider and our client, who has been harmed by the situation:

·Redundant infrastructure because they didn't know if another branch already had them

·Many vendors and the source lines were not supervised and managed through these Service Level Agreements (SLAs).

-More people than needed were allocated to two departments, while on the other end the system was left idle with others only in standby.

If asked about their operations matrix, it would be like walking through a desert with a map. OPEX was basically bleeding money, but the firm was doing alright. With this, they needed a partner who could see ahead of the curve and provide a solution. Hence they really cared about us.

Behind the Scenes: A Glimpse into Our Approach (Subtle Ways)

From now on, we might talk about the main principles that contributed to our internal optimizations provided our client's activities remained private and not allowed to be shared with outside parties.The Ops Intelligence Framework application was our source to hold VR sessions nearly live with data of the service delivery domain:

•Deep Dive Diagnostics: Data is used to check the processes parallelly that have been automated and process mapping is carried out to discover the inefficiencies.

•Customized Solutions: We adjust our solutions to the customer's needs and difficulties thus achieving the best possible outcomes.

•Technology Leverage: The use of the most current technologies and automation by our team is making the production as well as the process efficiency much better.

•Collaborative Partnership: Rooted in the human client relationship is provided by a team that shares the roster resource, the knowledge culture, and the project backing.

•Iterative Improvement: In testing and practicing of the performance, our way is not rigid, and also in boosting the efficiency of any area where it can be increased, is the regular way for the organization.

•Being Scalability Oriented: Here, we create solutions that are designed not only to be used for the now but are also meant to be expanded to cover future and corporate needs.

Our Secret Sauce: Internal Optimizations That Created A Great Customer Success Story

1. Micro-Automation Inside the NOC & Helpdesk

What we did differently from before our automation was that we:

·Conceived our Python scripts to complete some of the repetitive tasks of NOC

·Coordinated the workflows with auto-resolution by the clients monitoring dashboards

·Implemented AI-based escalation matrices depending on historical ticket data

Outcome: 42% less manual operations necessary and Turnaround Time (TAT) was 50% faster.

2. A Single Staffing Model with Agile Shifts 

Instead of shift patterns, we used dynamic staffing rotational, cross-skilled teams, and follow-the-sun operations to accomplish the following:

·24/7 coverage without overtime burdens

·Flexible allocation based on peak/off-peak ticket flow

·100% resource visibility with shift dashboards

Outcome: The result of this effort was an 18% manpower cost saving within two months from the beginning.

3. Consolidated Vendor Ecosystem

By a deep review of vendor contracts including SaaS, cloud, monitoring tools, communication suites, we identified the following:

·Duplicated licenses

·Virtually obsolete tools

·Incorrect and exorbitant pricing

For some deals that had not been even close to the intended meaning at a low level, we designed new structures allowing us to group some tools with fewer used licenses.

Outcome: The end result will be a 25% reduction in tool subscriptions annually and recurring annually at the end of each billing cycle.

4. Data-Led Operational Reviews

From the Ops Intelligence Framework, we went through a simulation using our service delivery environments real data to achieve the following:

·Located hot spots’ of inefficiency

·Built monthly client impact display

·Anticipated cost leakages before they triggered

Outcome: Saved more than $180,000 of the expected losses from the previous year. Something we felt was a real achievement

Last Thoughts: We Are Big Fans of Optimizing, As It Comes

Alas, it was not just a project that we adored—it turned into our heart and soul. Knowingly, a very minute change, a line of code, a re-negotiated contract, and a shift alteration can rescue our lives from the dreadful that no one can imagine.