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Case StudiesNo. 06

Support modernization for a 17K-employee enterprise

A global technology and print services company replaced fragmented OEM escalation with a single Level 3/4 engineering bench.

Challenge

Dozens of vendor contracts, slow cross-vendor escalation and internal engineers consumed by vendor management.

Solution

Advanced Break Fix with direct-to-Level-4 access across 25+ vendors, all incidents governed through XceloHub.

Outcome

Lower mean time to resolution and internal engineering capacity returned to strategic work.

Service
Advanced Break Fix
Date
July 20, 2025
Pages
2
Practices
Microsoft, AWS
Industries
Technology & print services
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