Explore how VTI’s collaboration with a leading Japanese computing devices supplier transformed their IT operation, ensuring seamless system maintenance, robust security measures, and exceptional customer satisfaction.
A need for operational support from an industry leader
Our customer is a Japanese company renowned for supplying computing devices, both for cloud and on-premise environments. Since its establishment in 2016, the company has established factories in four countries across Asia and expanded its workforce to over 1,200 employees.
The company runs an application that manages internal systems like sales, human resources, and customer service. These running systems require maintenance and a tool for managing customer requests, tracking their status, and monitoring various Service Level Agreements (SLA). This is where VTI’s collaboration with the customer begins.
Maintenance and security measures for over 100 servers and seven subsystems
This project involves maintaining operations for over 100 servers and seven subsystems. These systems utilize .NET, Microsoft SQL Server, Java, PostgreSQL, and Linux technologies. The server operating systems include Windows, Linux/CentOS, and Red Hat.
Furthermore, to ensure robust security and monitoring, the project leverages several software and solutions:
- ESET: ESET is a standard for endpoint protection designed to defend against malware, viruses, and other malicious activities that target endpoints like laptops, desktops, and mobile devices.
- ClamAV: ClamAV is an open-source antivirus solution that detects and removes malware and trojans. ClamAV is praised for its extensive signature database and cross-platform compatibility.
- Zabbix: Zabbix is an open-source monitoring software for IT infrastructure, providing real-time tracking, alerting, and data visualization.
- Vuls: Vuls is an open-source vulnerability scanner designed to find security vulnerabilities in systems and applications. It automates vulnerability scanning and provides detailed reports for risk mitigation.
Seamless customer assistance
VTI offers robust support encompassing the entire spectrum from production to sales, ensuring that customers receive comprehensive assistance at every stage.
With a specialized team proficient in the Japanese language and operating 24/7, VTI guarantees prompt and effective support across both helpdesk and service desk tiers. This support spans across cloud and on-premise environments, catering to diverse customer needs and preferences.
At the service desk level, VTI maintains a dedicated team of six individuals equipped with the expertise and resources necessary to address complex issues. Similarly, the help desk is staffed with three highly skilled professionals per shift, ensuring continuous availability and prompt resolution of customer queries and concerns.
Furthermore, VTI leverages tools such as Slack and Microsoft Teams to facilitate seamless communication and collaboration between the support team and the customers. By integrating these platforms into its workflow, VTI streamlines ticket management, enabling efficient tracking and resolution of customer issues while ensuring transparency and accountability in the support process.
Customer satisfaction yields positive results
VTI’s unwavering commitment to customer satisfaction is evident in its exceptional support services tailored to Japanese standards. With a steadfast focus on response and resolution time, VTI has achieved an outstanding 100% adherence to these critical metrics. Additionally, VTI maintains an impressive system availability rate of 99%. These two exceptional metrics ensure that VTI’s systems and services are consistently accessible to end customers, minimizing downtime, ensuring uninterrupted service delivery and bolstering overall client satisfaction.
By implementing effective server patch management, VTI also safeguards the integrity and security of its systems and enhances overall operational efficiency and reliability.
Elevate your IT infrastructure with VTI’s managed services
VTI prioritizes delivering exceptional technical support, ensuring robust security measures, and guaranteeing top-notch customer satisfaction. With an unwavering commitment to excellence, VTI provides comprehensive managed services tailored to meet unique client needs. These services optimize workloads and enhance operational efficiency, allowing organizations to focus on their core objectives while VTI seamlessly handles their technical requirements.
Connect with VTI today and trust VTI to elevate your IT infrastructure with our reliable managed services solutions.
