Case Study

Management complaints & User adoption issue

icon-money  Financial industry     60,000 users   icon-flag  60 critical locations

This bank had deployed Office 365 for many months and IT was occasionally receiving performance issue tickets from users. The process was to close the ticket if it was the only one mentioning the same issue.

Did you know that only 16% of users open an IT ticket when an application is slow? (Gartner source)

Eventually the business line management complained to the CIO who then reorganized the Office 365 & network team in order to address the situation. It was not acceptable that IT was notified by the business management regarding SaaS delivery issues.

  • After GSX Gizmo deployment:
    • They now have total and global control on any service issue. They don’t have to rely on users’ management to report issues.
    • They discovered that at least 90% of the performance issues were part of their responsibilities (infrastructure, network, route to the cloud, applications on devices).
    • They can now proactively address Office 365 service delivery issues, reducing management complaints and productivity losses.

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