Case Study: Redesign Business Systems to Optimize Growth

Redesign and Tuning of Business Systems Optimizes Growth

Growth is the goal of most organizations. But, the management of that growth is often difficult to manage while still meeting day to day business goals. Cliintel provides real world experience to facilitate operational improvements, create better practices and take businesses to the next level of success.

The Client:

A leading provider of insurance for new housing construction and appliance and home warranty services had experienced exponential growth. This growth began taxing internal systems, specifically the IT department’s trouble ticketing system.

The Business Issue:

When organizations experience extreme business surges, much of their time, money and resources are spent upgrading and adding customer facing applications while internal systems are pushed to their limits. The client’s IT department found itself needing to support a myriad of new tools on multiple platforms, in addition to an onslaught of new employees. The rudimentary trouble ticketing system they had been using for years was not capable of adequately responding to the rapid growth.

The increased utilization of the ticketing system soon revealed that the system and associated processes did not support adequate problem identification, timely resolution, or proactive trend reporting. Furthermore, established and ‘right sized’ service level agreements had not been base-lined or followed; resulting in lengthy system outages and wasted downtime.

The Approach:

Utilizing Cliintel’s INSIGHT methodology, the Cliintel team took a holistic view of the client’s business operations. Cliintel conducted a series of end-user interviews, gathered system and user requirements and noted operational observations. Existing contractual commitments required the client to continue using the existing trouble ticketing system. Cliintel examined this existing system and identified features and functionality that were not being used. The team developed a plan to modify and upgrade current versions to meet the growing needs of the client.

The Solution:

Cliintel worked with the trouble ticketing vendor to complete system reinstallation and improve report development. The trouble ticketing system was redeployed with appropriate support documentation and procedures. Cliintel established modified procedures and standards to facilitate disciplined ticket management.

The Project Results:

The reimplementation of the trouble ticketing system enabled the client to reduce system outages and proactively prevent future outages from occurring. The new and improved utilization of the ticketing system resulted in a cost savings of $75,000 per year.

Additionally, the client was able to create an enterprise repository for tracking IT work and improved management of resources through a single source of work management.