Resonate is a software development firm based in the Greater San Francisco Bay Area. One of the pioneers in the application delivery / load balancing space that delivers a range of solutions that address availability, scalability and business continuity. It has a diverse client base ranging from SMB to the Fortune 50.
Resonate sought us out because they wanted to reign in their end user support costs. It was facing a situation where the existing staff was overwhelmed by the volume of help requests associated with on boarding new users as well as the day to day support issues and there was no room in the budget for adding staff. The organization has one primary site along with some remote teleworkers. This in house IT organization was tasked with supporting both the development and business sides of the organization. Of late, however, it has become increasingly reliant on the business side The IT organization has found itself almost exclusively occupied with helpdesk requests from the business side.
They came to RiseIT® looking for help to restore the balance. Resonate was looking to restore the contribution of the in house organization to both the future of the organization as well as the needs of the development side of the business.
RiseIT® inventoried the solution and developed a strategic IT assessment and investment plan. RiseIT® implemented a number of approaches to both address demand as well as free focus for the in house team. Among them was our IT Assist program to address low hanging, (but time consuming), fruit and help prioritize level two and three issues. Included was a system to ensure consistent
rollout of patches and hotfixes. Key to these solutions are integration of OS native patch update services to ensure that all workstations are kept current and protected. RiseIT® also helps protects the desktops centrally from malware threats. Relying on a centralized corporate solution ensures that we are able to ensure that all workstations are protected and up to date.
Since engaging RiseIT® ITAssist function, Resonate’s IT team is confident that they can address the needs of both the development and business side of the company as well as plan for the future needs of both. They are also now able to realize the following benefits:
Reduced and controlled operating expenses
They can offer 24×7 coverage by leveraging the use of our resources
Remote and proactive monitoring of the production environment
Annual Technology review and audit
CIO level expertise and advice
Available industry relevant expertise
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