Complexities of multi-tenancy resolved by HCL DRYiCE SX

The client is a prominent managed service provider, delivering managed IT services to 100+ customers. Their offerings encompass service management, cloud management and infrastructure management as a service.

The client encountered numerous obstacles in delivering IT services to its diverse clientele, stemming from the unique service management requirements of each customer. Maintaining a uniform user experience while managing costs posed a significant challenge for the managed service provider. Another significant hurdle in delivering customer support through managed services involved establishing integration with the existing suite of tools that served as interfaces for end users. Clients expected seamless connectivity and bidirectional integration for tasks such as ticket creation, posing considerable challenges in meeting these expectations. The effective segregation of data amongst tenants also remained a challenge for the managed service provider while delivering support to its multiple clients.

Download the case study to learn how SX effortlessly resolved all client challenges, leading to faster customer onboarding, significant operational cost reduction and reduced Mean Time to Resolution (MTTR).

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