Case Study : Urolime empowers New York based cloud services provider CytexOne to deploy an automation solution to enable Value Added Resellers and System Integrators to sell cloud based service
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“Parallels Automation deployment by Urolime has enabled us to take the lead as a pioneer in the wholesale cloud services market within the US and Asia .Pacific” “Tom Garriton - CFO , CytexOne ”
Industry: Information Technology Solution: Remote Infrastructure Management Parallels Automation deployment
Objectives: . Parallels Automation deployment . Remote Infrastructure Management
Challenge: . CytexOne needed an automation platform that would enable it to blaze a trail in facilitating cloud services provision for value Added Resellers and System Integrators in the US and Asia Pacific region.
Solution Summary: . Urolime deployed Parallels Automation to enable and automate its new cloud services offering to the channel partners of CytexOne.
BUSINESS CHALLENGE: #1
In 2011, after 10 years of successful growth in the web hosting market, CytexOne’s management team was considering how to evolve the firm’s strategy.
PARALLELS PRODUCTS USED . Parallels Automation . Parallels Virtuozzo Containers
Urolime has deployed Parallels Automation to automate the management and billing for its new wholesale web hosting and cloud services “We knew that there was a vast opportunity for us platform for CytexOne. It’s the leading hosting and cloud services delivery system used by to expand our channel business significantly. Resellers and systems houses were telling us that hundreds of service providers worldwide, from they wanted to get into cloud services provision- the largest telecom operators in the world, to top hosters and providers of vertical solutions. ing, but they didn’t want to invest time and Parallels Automation delivers a combination of money in building their own infrastructure. We great software, thousands of hosting and cloud also knew it was time to think about upgrading our Parallels platform, even though it had served services, and is backed by the expertise required to build a highly profitable business. As such, it us very well and had been very reliable. We realized that in order to make the most of the new provides a state-of-the art platform for CytexOne’s wholesale cloud services opportunity, we needed new offering. In addition, by leveraging the Application Packaging Standard (jointly to modernize and enable automatic self-provisioning of applications. We decided to migrate to developed by Parallels), CytexOne can quickly and easily add new applications to the offering as Parallels Automation.” demand dictates. CFO Tom Garriton explains,
BUSINESS CHALLENGE : #2
With an increased no of products, deployed applications/ tools and an ever growing customer base, the client needed a rock solid support team that could handle its diverse server infrastructure that it supports. The client wanted reliable offshore support operations that would allow its in house staff to concentrate on their core business home appliances automation.
SERVICE TRANSITION CHALLENGES
Technical knowledge of wide product lines and diverse infrastructure
Prior expertise in the product line , and strong know-how of multiple platform acquired by serving diverse clientele
Stability, Accountability and continuous measurable performance improvement in all support channels spanning help desk , live agent and phone support
Dedicated resources to identify workflow , process flows and documenting them for clear scope of work Well defined roles and responsibilities , service matrix and change management policies , bringing high level of transparency in operations
SERVICE OPERATION CHALLENGES
Managing dynamic nature of work volume with available resources.
Ramp up and ramp down of team size based on monthly/weekly trend analysis, and an on call crisis management team.
Ensuring highest quality of service and adhering to service levels.
Stringent status tracking, reporting; early detection of any deviation to avoid breach of committed service levels.
Weekly quality reviews, quarterly performance reviews; mandatory root cause analysis for technical and non technical incidents
â€œParallels Automation deployment by Urolime has enabled us to take the lead as a pioneer in the wholesale cloud services market within the US and Asia Pacific Region. Combined with the close relationship we have with Parallels, and the excellent support we receive from their team, that is giving us the competitive edge we need to succeed. â€? Tom Garriton CFO , CytexOne
CLIENT BENEFITS Parallels Automation deployment by Urolime is helping CytexOne to: Expand and evolve its successful web hosting business as a wholesaler of cloud services to Value Added Resellers and System Integrators Support rapid, profitable revenue growth through fast itmplementation and on boarding of partners Gain a competitive edge by being one of the first companies to offer wholesale cloud services to the technology channel in the US and Asia Pacific region Quickly expand its application portfolio by leveraging the Application Packaging Standard, jointly developed by Parallels. Other Business Benefits includes: 24 /7 Help Desk Support with Urolime via Phone Email and chat Overall Customer Satisfaction index of 91.6% Average initial response time reduced from more than 24 hours to less than an hour Average Total time to resolve reduced from over 4 days to less than 1.8 days Well maintained knowledge repository, and timely releases of the software
Customer at a glance CytexOne provides advanced technology solutions to the corporate, telecommunications, residential and hospitality markets. Since 2001 they have designed, built, and installed an extensive amount of IP-network based systems. CytexOne is the chosen partners of industry leaders such as Microsoft, Apple, VMware, Watchguard, IBM, Foundry, RIM and Control4 due to our vast experience with IT infrastructure and automation, and the software overlaying these systems. CytexOne also provides a range of Cloud-based business solutions and IT infrastructure platforms that deliver E-mail, Mobility, Collaboration, Unified Communications, Hosted Applications and Security in an easy to deploy, highly reliable and affordable package.
ABOUT UROLIME TECHNOLOGIES PVT LTD : Urolime Technologies is a leading technology services and solutions provider company in the Business Availability and Business Continuity space. The Business Availability services include Infrastructure Management, Application Management and Performance Management services whereas Business Continuity services include Disaster Recovery Consulting and Management, Help Desk Management and Workplace Recovery Services Urolime is also a world-class provider of turnkey IT solutions like Server & Storage consolidation, Virtualization, Network and Data Center Management Solutions. Urolime provides end-to-end support with guaranteed SLA (Service Level Agreements) in order to optimize infrastructure management and align IT with business goals. We are also the leading players in the recent cloud scenario. We provide Enterprise cloud consulting and help organizations on their journey to cloud.
IT is not a tough ride anymore To learn more, visit www.urolime.com March 2013 Copyright ÂŠ 2013 Urolime. All Rights Reserved.
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