Agile and  Modern IT Solutions

The prominent hospital in southern California, operating across two locations, identified the imperative to revamp and streamline IT service management processes for heightened efficiency and effectiveness. Seeking to implement ServiceNow IT Service Management (ITSM) for a robust ticketing system and enhanced incident resolution capabilities, the challenge resided in configuring ServiceNow minimally while guaranteeing a seamless migration of ticket history from their current third-party vendor.

Our team initiated a thorough implementation process to address the challenge of implementing ServiceNow ITSM at the hospital. We opted for a base, vanilla installation of ServiceNow, focusing on essential functionalities without custom workflows or automation initiatives. This involved setting up 7-10 IT queues customised to meet specific requirements and configuring the default portal for user ticket submissions. Additionally, we integrated email (SMTP) services for streamlined communication and basic reporting capabilities for incident tracking and analysis. Our team meticulously managed the migration process, utilising available tools to preserve historical data and uninterrupted service continuity. Furthermore, we conducted tailored training sessions for the IT team, equipping them with the necessary knowledge and skills to leverage the ServiceNow platform effectively.

The county encountered obstacles due to its outdated contact center infrastructure based on a legacy Avaya system. This aging system's limitations in scalability, advanced functionalities, and adaptability impeded the county's capacity to provide efficient and effective services to its residents. In response, the county aimed to revamp its contact center setup to enhance customer accessibility, optimize operational workflows, and harness cutting-edge technologies for superior service delivery.

Teaming up with our experts, the County initiated a robust Enterprise Contact Center Modernization initiative. Opting for a shift to Cisco's cloud-based Webex Contact Center platform, the county harnessed its cutting-edge functionalities and features. The project encompassed the replacement of the existing DTMF IVR with Cisco's conversational IVR, integrating Automatic Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities, and implementing real-time reporting, call recording, and CRM integration. With the new platform, Miami Dade County could engage with residents through multiple communication channels such as phone, email, live chat, social media, and SMS/text messaging. AI-driven Virtual Agents empower residents with self-service functionalities, elevating accessibility and convenience. The platform's microservices-based architecture facilitated scalability and swift feature deployment, ensuring adaptability to changing requirements. Supervisors were furnished with Cisco Webex Workforce Optimization tools encompassing call recording, quality management, workforce management, and analytics, empowering them to lead their teams efficiently and foster outstanding customer experiences. Seamless integration facilitated the transmission of pertinent information, offering comprehensive insights into customer interactions.

A prominent digital commerce company spanning nearly 20 countries, boasting a diverse team of designers, marketers, creatives, data scientists, and software engineers, faced the task of resolving authentication issues within their DUO system. This initiative addressed authentication challenges for over 5,000 users and 3,000 Windows machines, encompassing ADFS, LDAP, DUO, Windows HELLO, and auto-enrolment.

Our team conducted a comprehensive assessment of the client's DUO implementation in collaboration with a senior engineer to address the authentication issues. A robust redesign of the authentication system was executed and rigorously tested to ensure seamless functionality. Furthermore, client-side administrators were actively involved in training and knowledge transfer sessions to equip them with the necessary skills to maintain the optimised design in the long term.