We Have Overtaken Our Own MSPs With Professional Service Delivery

A Case Study Exceeding All Expectations 

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How The Rules of MSPs Engagement that Were Rewritten 

When a market is overfilled with Managed Service Providers (MSPs), words are not enough to compete. It is the results that speak prominently. At Shift Ahead Technologies, we very boldly took the challenge head-on by going into direct competition with our own group of MSPs.  

What was the end result? Quite frankly, we jumped a huge performance gap in not only shocking our customer audience in the delivery services sector but also resetting the bar of service excellence. 

We only not outline, but also dig into the process of how we revolutionize the service delivery system, our reliance and the usage of modern technology, agile processes, and the irreplaceable team to confirm that we were actually way ahead of the outsourced partners’ performance. 

Client Overview: A Global Delivery Chain on the Go 

A fast-growing delivery service enterprise was looking to scale its operation across North America and Europe. Starting as a local company, they quickly repositioned themselves to become global leaders in the logistics industry, to a level of serving customers worldwide with their services.  

The client, a fast-scaling delivery service enterprise operating across North America and Europe, was combating the traditional digital quagmire: an unserved IT support, unreliable infrastructure, and late issue resolutions. They were still in the stage of consolidating IT support for their on-time supply chain and accessing field data, and downtime was a severe disruptor to the business. 

Client Pain Points: 

• Inconsistently provided services in the different regions. 

• Issues during the busiest times of the day or a sudden increase in something or someone. 

• There is no system which could connect the dots across different monitoring tools. 

• Minimal data visibility from the MSP display. 

• Diminishing returns also result in more costs for the business. 

An exceedingly vast number of monthly deliveries that surpassed 2 million, and coupled with the increasing needs of the company, made it imperative that the client should change not only their mind but also how they do things. 

Point of Change: We Give the Task to Ourselves to Check 

Wishing to modify the traditional service providers, we came up with a solution of serving the customers better in the East of the US, Western Europe, and APAC. To transform it into the fastest and friendliest service the client could ever come across and also, to do it more speedily, effortlessly was the main idea. This greatly unexpected growth was the finest thing that could happen to a business. 

Our Approach: Setting The Standard In Precision Service Delivery 

We have set a procedure which has established the remote work approached by the usage of AI, humans combined with technology, and the main elements of service delivery including event triggers. Our first all-important tasks were as follows: 

1. Monitoring Process That’s Extremely Good And Saves Time 

Custom-made AIOps equipment monitored 20,000+ computer networks automatically, identifying anomalous system variations in real time. Predictive maintenance reduced delivery hub failure time by 43% after 60 days. 

2. The Use of a Service Desk That Is Interconnected with Smart 

Escalation Staff may immediately serve clients and request operational or system administrators via a single-window ITSM platform. The technology would quickly route queries to the best agents. At L1, 80% of issues were resolved, halving ticket bounces. 

3. Geo-Aligned Support Pods 

Instead of a centralized model, we made geo-aligned support pods that are in the client’s time zone. These pods are responsible for 24/7 service continuity, cultural issues of support, and quicker ground resolution of disputes. 

4. Cost-Driven Opex Modelling 

With a clear opex-oriented pricing model and defined SLAs, our service delivery cost per ticket decreased by 37% compared with previous MSPs, and we were additionally proactively reporting. 

Real Impact: Beyond Numbers 

The concrete business value generated by the improvement of the metrics:  

• Improved Route Efficiency: Real-time support helped truck drivers to be more productive and to optimize the delivery route. 

• Faster New Site Onboarding: In-region support pods made the launching of new delivery centres 40% faster. 

• Zero Escalation Breaches: No serious ticket was left unanswered for over 90 days beyond the SLA. 

• Employee Morale Boost: Field teams reported that the IT friction reduced by 50% brought up the overall employee engagement. 
  

The Innovation Factor – Why Shift Ahead Outperformed? 

Well, then, how did we manage to not only surpass but also outshine the most experienced MSPs? 

• Deep Ownership Mindset: Our staff was unlike ordinary MSPs that worked within the contract. We were part of the client's core activities, focusing on business outcomes rather than technical difficulties. 

• Open and Honest Collaboration: Our bespoke dashboards gave an opportunity to see in real-time things like SLA performance, and incident analytics to the client as well as our delivery managers.  

• Knowledge of Cultural & Regional Context: Locating local teams with domain-specific knowledge, we established the right communication channels, which resulted in a significant reduction of friction and a big leap in terms of service agility. 

• Data-Driven Decision Making: We use daily telemetry, feedback loops, and automatically produce reports to adjust our service delivery approach in real-time. 

Summary: The Future Is Taking The Delivery Exclusivity, Not By Outsourcing The Unknown 

The example given case study is not only a clear indication that we're being inspired, but also a very serious warning to the companies that find it really serving their MSPs well with just normal services. At Shift Ahead Technologies, the adequate choice of tools, resources, and proprietary led us to even outdo our outsourced vendors who were the suppliers themselves.  

Are you relying on your supply chain predominately for conventional, slow, general MSP model? Would you like to save money and achieve excellent results while at the same time enhancing the efficiency of your work? Consult with our experts from Shift Ahead Technologies who can partner with us in creating success.