Real world use case: The power of VOSS automation to accelerate service changes
Author: VOSS Team
Tuesday August 13, 2024
In today’s fast-paced digital workplace, the ability to quickly adapt and manage change in your UC stack is a critical component of success. These changes might entail onboarding or offboarding a user, making simple configuration amendments, adding new services to users, or introducing new licensing.
Referred to as MACDs – moves, adds, changes, and deletes – MACDs are often minor, plentiful, and usually taken care of manually. This workload is the responsibility of the helpdesk, with support from more expensive and scarcer technical teams who take care of the more complex tasks. It’s no surprise then, that the whole process of managing MACDs often leads to bottlenecks.
For managed service providers (MSPs) who are often tasked with handling these changes on behalf of an enterprise, the challenge of maintaining efficiency while delivering high-quality service can be daunting. This is where VOSS steps in, offering a powerful automation platform that dramatically reduces the manual workload associated with MACDs.
One of our MSP partners recently shared the significant impact that VOSS has had on two of its enterprise customers.
Case study 1: Revolutionizing Operations for a Large Enterprise
The first is a large enterprise customer with 30,000 users, where the demand for MACDs from the MSP is constant. In just one month, this company processes nearly 1,000 MACDs. Typically, these tasks would be managed manually, at a rate of approximately 50 per weekday. This manual process would require substantial time and effort, placing a considerable burden on the MSP.
However, with VOSS in place, the story is quite different. Leveraging the flexibility of the VOSS platform, the MSP was able to eliminate the support burden for 99% of these 1,000 MACDs through a combination of VOSS’s zero-touch flow-through provisioning, automation and role based self service . This not only streamlined operations but also reduced the number of tickets the MSP needed to manage from 250 a week to just 1.5 per week. The remaining 1% of tasks were easily handled by the MSP manually, allowing them to focus on more complex and value-added services for their client.
The Value of Automating MACDs
Automating MACDs brings multiple benefits that go beyond simple task completion:
- For starters, it saves significant time – both for the MSP and the enterprise client – by eliminating the need for manual intervention in most cases.
- This, in turn, saves money by reducing the labor costs associated with handling these tasks.
- Moreover, it improves satisfaction and ensures “right first time” accuracy among end users, as tasks are completed faster, leading to a more responsive IT environment.
- Automation also speeds time to resolution, ensuring that employees can get back to work without delay.
- In addition, it frees up IT resources, allowing teams to focus on more strategic initiatives rather than getting bogged down in routine tasks.
- Finally, it eliminates the opportunity to make a manual mistake that requires troubleshooting and resolution to correct. VOSS Automate minimizes the number of times in a month that the system is exposed to this potential disruption.
Case study 2: Efficiency Gains for a Smaller Enterprise
The second enterprise customer is smaller, with 2,000 users, but the efficiency gains achieved through VOSS are equally impressive. This company generates an average of 750 MACDs per month. In a recent month, and using VOSS automation technology, they were able to automate all but 13 MACDs, which represents a remarkable automation rate of approximately 96%. This means that less than 4% of the monthly MACDs required manual intervention by the MSP.
These percentages highlight the tremendous value of automation in environments of any size. By reducing the manual workload so drastically, the MSP can provide more efficient, cost-effective service while ensuring that the customer’s IT team is not overwhelmed by routine tasks.
VOSS MACD Automation
Whether you are an MSP or an enterprise customer, the benefits of using VOSS are clear. Automating MACDs not only increases operational efficiency but also enhances customer satisfaction by speeding up processes and reducing downtime. It saves both time and money, enabling IT teams to redirect their efforts towards more strategic objectives. Whether for a large enterprise with tens of thousands of users or a smaller company with just a few thousand, VOSS’ automation capabilities deliver transformative value, making it an indispensable tool for any organization looking to optimize their service offerings.
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