Tech Leader Transforms Operations with AI: 70% Less Downtime, 50% Cost Savings, 20% Higher FCR

Industry: Technology

Client Overview

A Fortune 500 Company, this multinational technology giant designs, manufactures, and sells a wide range of technology products, including personal computers, smartphones, workstations, electronic storage devices, and IT management software.

Appraised for their innovation, this company dominates over 180 markets globally. Their top-level customer service and approach to addressing the needs of different user segments have helped establish a robust and varied clientele across products and sizes, with consumers ranging from individuals and small businesses to large global enterprises.

The Challenge

Complex, heterogeneous PC fleet causing escalating costs and disruptions

However, the combination of an expansive product line, 180 markets, and 21 offices worldwide created a perfect storm for complications in the health and productivity of their own PC environment. 

The client’s varied mix of workstation models and configurations across departments and geographies created difficulty in proactive monitoring and maintenance. Hardware failures led to unplanned downtime, lost productivity, expensive repairs, and a reactive support posture unable to scale effectively.

They needed a partner who could build upon their existing infrastructure, seamlessly integrating their innately complex workstation ecosystem with comprehensive real-time insights for more effective management and predictive maintenance – all while ensuring the customer experience was never minimized.

Sutherland Solution

AI-powered predictive monitoring to transform proactive IT management

Having previously demonstrated our proficiency in predictive hardware monitoring to the client with our Desktop Resident Tool application, it was time to step things up a notch.

First, our panel of experts implemented an AI-powered predictive monitoring application, targeting a subset of workstations across various departments. This sophisticated tool equipped the IT service desk with real-time insights into the health and performance of all their devices, enabling remote monitoring and diagnostics.

For maximum impact, the solution focused on two primary areas: proactive hardware identification and enhanced PC performance. With automatic, active hardware scanning and fault identification, this multinational tech company was able to leverage insights into system health and performance, enabling preemptive maintenance and optimization. Equipped with this new capability, our client slashed their downtime by 70%, ensuring consistent productivity and alleviating any end-user impact.

Having established proactive data management and prognostic maintenance, implementing Sutherland’s AI-powered predictive monitoring system marked a significant transformation for the tech giant. As a result of that success, both employees and consumers experienced a boost in productivity and experience. With employees encountering far fewer disruptions during their workday, the optimized performance of PCs translated to higher productivity levels. Paired with AI-powered internal efficiency, Sutherland assisted in scoring the team at this multinational tech company a 20% boost to their FCR.

In short, Sutherland:

1. Introduced an AI predictive monitoring application to scan devices, detect failures early, and diagnose issues remotely.
   
2. Integrated real-time device health analytics with the IT service desk, enabling preemptive maintenance and reduced reactive fixes.
   
3. Focused on two core areas: fault identification and PC performance optimization, to prevent incidents before they impacted end users.

The Outcome

Significant cost, downtime, and support efficiency gains

The AI-driven predictive monitoring solution transformed the client’s IT operations from reactive to proactive. By detecting and addressing potential faults before they occurred, Sutherland helped the company with measurable digital outcomes. That said, the tech company was able to achieve a 70% reduction in downtime, ensuring greater system availability and uninterrupted productivity. Hardware-related operating costs were reduced by 50%, driven by fewer emergency repairs, extended device lifecycles, and minimized replacement expenses. At the same time, First Call Resolution (FCR) improved by 20%, thanks to better diagnostic accuracy and fewer escalations. Together, these improvements enhanced infrastructure stability, reduced total cost of ownership, and equipped the client with a scalable IT model that boosts employee productivity and long-term efficiency.