Global Enterprise Technology Company – Technical Support
Business Challenge
A global technology company required ongoing support for its Product Servicing & Delivery operations. The existing environment involved complex build, packaging, and validation processes that demanded high reliability, fast incident response, and strict compliance with SLAs. The client needed a partner with proven expertise to manage daily operations, reduce escalation rates, and improve automation without disrupting critical services.
Strategic Solution
BroadPoint provided a Managed Services model covering end-to-end ownership of Product Service and Delivery build, packaging, and validation. Our team:
Delivered 4–6 builds per day with 18x7 packaging and validation support
Established structured governance with daily, weekly, and monthly reporting on KPIs and SLAs
Implemented automation to streamline builds, packaging, validation, password management, VM troubleshooting, and incident response
Provided 5-minute incident response times with continuous improvement frameworks to enhance quality and reduce escalations
Ensured smooth onboarding and transition by leveraging prior program knowledge and close coordination with client stakeholders
Business Impact
Enhanced reliability across Windows servicing operations
Reduced escalations through stronger supplier ownership and proactive issue resolution
Increased automation coverage, improving efficiency and reducing manual overhead
Consistent delivery quality supported by defined governance, reporting, and performance metrics
Scalable engagement that evolved with the client’s program across multiple fiscal years