Client Bio
Our client is a global SaaS provider, headquartered in San Francisco, delivering cloud-based enterprise collaboration tools to over 15,000 enterprise customers worldwide. As a hyper-growth technology company, their success relies on scalable, reliable IT operations and round-the-clock workforce productivity.
Challenge
The client’s rapid global expansion led to critical gaps in their internal IT support teams, especially for end-user support and endpoint management. They faced:
- Shortage of skilled IT professionals to handle growing L1/L2 digital workplace demands
- High employee onboarding delays, impacting workforce productivity
- Inconsistent support across geographies, causing operational downtime
- Escalating costs in maintaining in-house IT teams across multiple regions
- Security vulnerabilities, due to fragmented endpoint management
The urgency was pressing—without resolving these issues, they risked service-level agreement breaches, lower customer satisfaction, and delays in global workforce expansion.
