Global Network Transformation for a Big Four Accounting & Professional Services firm

They have a large & complex network infrastructure of over 23,000 network devices, 100 circuits from multiple Telecom service providers across the globe. With a vast & complex network consisting of devices of disparate technologies and connectivity from multiple TSPs, the customer was facing significant challenges of frequent downtimes, performance degradation and lack of robust backbone to support adoption of cloud and mobility

The major challenges that Microland had to address at the start of the engagement were: 

• Highly decentralized, legacy network managed without standardized processes and regulations. 
• Delayed resolution of high impact incident due to absence of adequate tools, processes, and controls in place causing drop in employee productivity and experience
• Absence of Process documentations, standardized Knowledge Management policies & KPIs led to an increased resource dependency, reducing the efficacy of the service management process.

The customer has one of the largest professional services networks in the world with over 280,000 employees operating out of 800 offices spread across 150+ countries. The customer provides Audits, Tax Accounting, Strategy Consulting & Advisory services to over 200,000 customers globally. With a vast network of employees and clients brings the need for enhanced & consistent user experience across the globe.

To address the challenges, Microland’s approach was to consolidate & centralize the entire network management with round the clock monitoring and support. 

• We modernized the customer’s network with cloud-based SASE integrated SD-WAN implementation. This simplified & centralized network monitoring & management.
• Integrated the Network with Microland’s Intelligeni NetOps platform, our in-house Automation & Analytics platform, to benchmark network performance & provide actionable insights. This led us to identify & remediate network performance issues & drive continuous service improvement.
• Process documentations and Knowledge Repository provided a standard consistent approach to service operations with focus on Outcomes and SLAs, thus eliminating risk of resource dependency and tribal knowledge.

Within a short span of engagement, Microland’s transformation approach and integration of customer’s network with Intelligeni NetOps platform, our automation & analytics platform led to:

• 22% improvement in Major Incident Resolution time 
• Improved & Consistent user experience with enhanced security
• Higher Network Availability through Technical, Process, and Service improvements