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Data & Analytics
Leverage AI and analytics for real-time insights, data-driven decisions, and organizational growth with our advanced capabilities.
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Intelligent Automation
Harness automation's power for efficient operations, from RPA to AI workflows, boosting productivity and fostering innovation.Enterprise Applications
We leverage market-leading enterprise applications to help you optimize operations, leverage cost advantages, transform customer experiences, and discover new value.Cloud, Infra & Digital Security
Build secure cloud infrastructures for scalable digital transformation, protecting your business from evolving cybersecurity threats.Digital Engineering
Drive digital transformation with tailored engineering solutions, delivering intuitive experiences and high-performance software for your business.Latest
Marlabs acquires Data Analytics & AI Consulting Firm, Onebridge
Leveraging the power of EDGE computing to revolutionize brewing operations
- ConsultingLatest
Marlabs acquires Data Analytics & AI Consulting Firm, Onebridge
Leveraging the power of EDGE computing to revolutionize brewing operations
- CareersFeatured
Featured - AboutFeatured Marlabs Experience CenterHere's a sneak peek into the Marlabs Experience Center - A digital playground for our clients & colleagues where novel ideas come to life. Marlabs Data Ingestion FrameworkFind out why the Marlabs Data Ingestion Framework can serve as the backbone to your analytics structure by creating a single source of truth from disparate data sources.
- Solutions
Data & Analytics
Leverage AI and analytics for real-time insights, data-driven decisions, and organizational growth with our advanced capabilities.Intelligent Automation
Harness automation's power for efficient operations, from RPA to AI workflows, boosting productivity and fostering innovation.Enterprise Applications
We leverage market-leading enterprise applications to help you optimize operations, leverage cost advantages, transform customer experiences, and discover new value.Cloud, Infra & Digital Security
Build secure cloud infrastructures for scalable digital transformation, protecting your business from evolving cybersecurity threats.Digital Engineering
Drive digital transformation with tailored engineering solutions, delivering intuitive experiences and high-performance software for your business.Latest
Marlabs acquires Data Analytics & AI Consulting Firm, Onebridge
Leveraging the power of EDGE computing to revolutionize brewing operations
- ConsultingLatest
Marlabs acquires Data Analytics & AI Consulting Firm, Onebridge
Leveraging the power of EDGE computing to revolutionize brewing operations
- CareersFeatured Featured
- AboutFeatured Marlabs Experience CenterHere's a sneak peek into the Marlabs Experience Center - A digital playground for our clients & colleagues where novel ideas come to life. Marlabs Data Ingestion FrameworkFind out why the Marlabs Data Ingestion Framework can serve as the backbone to your analytics structure by creating a single source of truth from disparate data sources.
- Solutions
Data & Analytics
Leverage AI and analytics for real-time insights, data-driven decisions, and organizational growth with our advanced capabilities.Intelligent Automation
Harness automation's power for efficient operations, from RPA to AI workflows, boosting productivity and fostering innovation.Enterprise Applications
We leverage market-leading enterprise applications to help you optimize operations, leverage cost advantages, transform customer experiences, and discover new value.Cloud, Infra & Digital Security
Build secure cloud infrastructures for scalable digital transformation, protecting your business from evolving cybersecurity threats.Digital Engineering
Drive digital transformation with tailored engineering solutions, delivering intuitive experiences and high-performance software for your business.Latest
Marlabs acquires Data Analytics & AI Consulting Firm, Onebridge
Leveraging the power of EDGE computing to revolutionize brewing operations
- ConsultingLatest
Marlabs acquires Data Analytics & AI Consulting Firm, Onebridge
Leveraging the power of EDGE computing to revolutionize brewing operations
- CareersFeatured Featured
- AboutFeatured Marlabs Experience CenterHere's a sneak peek into the Marlabs Experience Center - A digital playground for our clients & colleagues where novel ideas come to life. Marlabs Data Ingestion FrameworkFind out why the Marlabs Data Ingestion Framework can serve as the backbone to your analytics structure by creating a single source of truth from disparate data sources.
- CareerFeatured
- AboutFeatured Marlabs Experience CenterHere's a sneak peek into the Marlabs Experience Center - A digital playground for our clients & colleagues where novel ideas come to life. Marlabs Data Ingestion FrameworkFind out why the Marlabs Data Ingestion Framework can serve as the backbone to your analytics structure by creating a single source of truth from disparate data sources.
Global
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T
he client is a Fortune 1000 company specializing in mineral and chemical additives for products used in various industries. With 65 manufacturing sites globally, the client has an employee strength of over 5,500.
The Story
The client had multiple IT support teams across its global manufacturing sites providing limited (8X5) coverage. These unevenly spread teams managed ~11,000 tickets yearly but were plagued by operational instability and low service and efficiency levels.
The client needed robust support processes. In addition, the client lacked data governance, transparency, and a security posture that did not meet compliance requirements. All these factors need urgent attention and remediation.
Related Industries
Related Services
Our Approach
After studying the client’s existing IT support and security processes, Marlabs felt it was necessary to establish a remote English language helpdesk for L1 service. In addition, process-driven collaboration with L2 and L3 teams was established while the technology used for support was upgraded in keeping with current trends.
An Integrated Operations Center was designed to provide global 24X7 helpdesk coverage along with:
- IT security monitoring with the implementation of Identity and Access Management, Cloud SSO, and MFA enablement
- Compute and storage monitoring and management for cloud (Azure) data centers
- Monitoring and management of Azure Active Directory services
- Monitoring and management of Office 365 tenant
- Monitoring and management of cloud network
- SCCM distribution point monitoring and patch management
- Intune for mobile device management and implementation of SCOM and SolarWinds for effective monitoring
- Maintaining and improving security posture by implementing SecureWorks, Sophos, Thycotic, Wombat, and Masergy Threat Monitoring & Response
- Streamlining the knowledge repository through an integrated solution where knowledge is categorized, reviewed, and readily available to support teams and end users
- Single Sign-on configuration for all 17 SaaS apps
- 3rd party IDP decommissioned by Azure AD with MFA
- Standardization of end-user environment SOPs and runbooks
- Structured governance and visibility to operational metrics to drive decision-making
- Streamlining of process workflow as per recommended industry standard
Separately, the experience of the Marlabs team was combined with automation to integrate ~1400 users from two acquired entities in less than 5 months.
The Impact
In under 8 weeks, multiple support teams were combined and spread evenly across the client’s operations. Policy management was centralized, and the client moved away from manual activity by automating user tasks across 48 locations. The automation eliminated ~7,500 staff hours of manual effort in operational and project activities. In addition, a ~35% reduction in tickets (from 11,000 to 8,000) combined with automation and shift left enabled the client’s team to deliver ~200 staff hours of project work along with the day-to-day support activities.
The structured and phased transition strategy resulted in a steady state of operations without impacting response and resolution KPIs.
An analysis of the top ticket contributors and opportunities for shift left from L2 and L3 teams has been initiated. This is expected to deliver cost savings of an additional 20% this year.
24X7
Support enabled across 65 sites
35%
Reduction in ticket volumes
~1400
Users from two acquired entities integrated
30%
Improvement in KPIs