A large healthcare company employed 1,500 full-time IT professionals. Their schedules, though, were clogged with routine Level 1 service desk support—resetting passwords, mapping drives, etc. The work was necessary to operations—but it was also a giant black hole that swallowed all the team’s attention.
The internal team could, in theory, use their expertise to help the company advance business goals. Unfortunately, they didn’t have time to put high-level skills to work. They were mired in an endless slog of responding to Level 1 service requests.
They were freed to put their best effort into the business-critical work that yields the biggest payoff. With the Dynamic Quest team responding to Level 1 requests, the in-house team was able to turn their attention to enterprise-level IT projects that fuel the company’s growth. This challenge spurred the competitive instinct that brings out the best in motivated pros.
The backlog vanished. Response time went from 2 weeks to 2 hours. Spending was cut by 40%. With such clear ROI, the company asked us to take on their Level 2 service desk tasks, too.
40% of businesses will incorporate the anywhere operations model to accommodate the physical and digital experiences of both customers and employees (Techvera).
The cost of cybercrime is predicted to hit $10.5 trillion by 2025, according to the latest version of the Cisco/Cybersecurity Ventures “2022 Cybersecurity Almanac.”.
More than 33 billion records will be stolen by cybercriminals by 2023, an increase of 175% from 2018.
It takes an average of 287 days for security teams to identify and contain a data breach, according to the “Cost of a Data Breach 2021” report released by IBM and Ponemon Institute.
The three sectors with the biggest spending on cybersecurity are banking, manufacturing, and the central/federal government, accounting for 30% of overall spending (IDC).
The average cost of a data breach in the United States is $8.64 million, which is the highest in the world, while the most expensive sector for data breach costs is the healthcare industry, with an average of $7.13 million (IBM).
Forty-three percent of attacks are aimed at SMBs, but only 14% are prepared to defend themselves (Accenture).
The internal team was energized. With the Level 1 work off its plate, the team turned its attention to the work that fueled company growth and gave them job satisfaction.
We did a proof of concept that met every requirement that our customer might have. In fact, we saw a substantial improvement.
We did everything that we needed to do, financially speaking. We got our invoices out to customers, we deposited checks, all the things we needed to do to keep our business running, and our customers had no idea about the tragedy. It didn’t impact them at all.
“We believe our success is due to the strength of our team, the breadth of our services, our flexibility in responding to clients, and our focus on strategic support.”
