Customer Story · Software Engineering
Seamless IT Support Services for a Leading Dental Brand in the USA
Seamless IT support services for a leading dental brand in the USA helped enhance operational efficiency and improve global operations.
The inflection pointBusiness Challenge
The customer is a global family of over 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Headquartered in California, USA, the company helps its partners deliver the best possible patient care through industry-leading products, solutions, and technology. The customer's comprehensive portfolio includes dental implants and treatment options, orthodontics, and digital imaging technologies, covering an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the human smile. As the customer expanded its global operations in different regions, there was a growing need to provide robust IT support services to both its internal teams and its customers.
- Manage IT support for a diverse range of hardware and software assets, including laptops, mobile devices, and internal applications.
- Implement standardized processes for role-based access management across various departments and applications.
- Provide timely support for over 400 applications, including SAP, Oracle, Microsoft, ERP, SaaS, Business Intelligence tools, ServiceNow, etc. across varied departments.
- Establish a knowledge base to assist internal teams and customers in resolving common IT issues on the go at a faster pace with minimal downtime.
Over 400 applications, a global footprint — and a growing need for robust IT support.
The interventionSolution Delivered
Adroitent partnered with the customer to provide comprehensive IT support services for the customer's global operations. A dedicated team, comprising engineers and senior engineers, was established to manage daily operations and support requests.
Hardware & software support
- Providing hardware and software support for laptops, mobile devices, and internal applications.
Role-based access management
- Managing role-based access by creating accounts and providing access based on user roles, following ITIL best practices.
Application support
- Handling support requests for various applications, ensuring timely resolution and minimal downtime.
Knowledge base development
- Developing and maintaining a knowledge base with over 200 articles to assist users in troubleshooting common issues.
Tools / Technologies Leveraged
A standardized, ITIL-aligned support stack
- ServiceNow for IT service management and ticketing.
- SAP and Oracle for enterprise resource planning.
- Microsoft applications and tools.
- Various ERP, SaaS, and Business Intelligence applications.
- Internal customer applications: providing support for proprietary internal platforms.
By the numbers
Scalable support
Minimized downtime
120-150 tickets/day
200-article knowledge base
By the numbers
Scalable support
Minimized downtime
120-150 tickets/day
200-article knowledge base
The payoffBusiness Outcomes
- Scalable support
- The structured IT support approach ensured the customer to efficiently scale its IT support operations to accommodate growth and regional requirements, which enhanced service quality across its global footprint.
- Minimized downtime
- Teams established a first point of contact (POC) for IT support that ensured prompt response to outages and support requests. Faster incident resolution and proactive monitoring led to reduced system outages and productivity improvement.
- Quicker ticket resolution
- Teams resolved around 120-150 tickets per day, with 200 tickets in progress, and efficiently handled support requests quickly.
- Streamlined IT support operations
- Standardized IT support workflows and automation reduced manual errors and inefficiencies during ticket resolutions.
- Knowledge base
- Support team developed a comprehensive knowledge base with 200 articles that significantly reduced the time to resolve common issues and empowered users with effective resolution options.
- Enhanced operational efficiency
- By standardizing processes through ITIL, the customer achieved greater efficiency in IT service delivery, leading to faster resolution times and improved resource utilization across its global operations.
The stack behind itTools & technology
This engagement was delivered as part of Adroitent's Software Engineering Services practice.
Good to knowFrequently asked questions
What are managed IT support services?
What is ITIL and why does it matter for IT support?
What is role-based access management?
How does a knowledge base improve IT support?
What is a first point of contact (POC) in IT support?
Scale IT support across your global operations.
ITIL-aligned service desk, role-based access and knowledge bases that cut downtime.