dcVAST
Case Study
Major United States Bank
Situation
The 6th largest commercial bank in the United States, operates 2,556 banking offices and 4,903 ATMs. They provide a comprehensive line of banking, brokerage, insurance, investment, trust and payment services to consumers, businesses, and institutions.
Every teller, every loan officer, every manager, and every employee is committed to responsive, respectful, prompt and helpful service. They put the customer’s need first. They promise to change forever, what you expect from a financial institution.
The bank’s IT organization provides the services to their employees and customers that enable the delivery of satisfaction to their customers. In order to be successful, they need to operate efficiently, provide highly available IT services, reduce costs, and achieve a set of goals focused on continuous improvement.
Problem to be Solved
The bank relies heavily on a number of key partners to help them. They utilize a suite of software from Symantec, to help manage their IT Infrastructure. That software manages availability and performance of their servers, databases, storage, and networks. As their IT infrastructure has grown, so has the quantity of Symantec software licenses, and the costs to support that software. Additionally, problem resolution time has grown, which occupied IT staff, and was keeping them from achieving many of their critical projects. They were looking to reduce their support costs and free up IT staff time to work on more important project activities.
The dcVAST Solution
dcVAST is a member of Symantec’s exclusive Technical Services Partner Program (TSPP), which was designed to provide high touch resources, coordinated support for multiple technologies, and customized deliveries. dcVAST tailored a coordinated approach for support of the management software employed at the bank, channeling all calls through a single point, dcVAST’s call center. Among many benefits, the approach offered the promise of reduced costs, better administration of support contracts, and increased responsiveness. dcVAST also “right-sized” the service deliverables aligning service levels to match the needs of the business.
Results
Overall, they have realized a contractual savings of over 15%, while experiencing improved responsiveness to their support requirements. Additionally, they have enjoyed an increased level of productivity from their IT staff, helping them to get more critical initiatives completed. Michael Ogura, Datacenter Manager, states “dcVAST has delivered on their promise to improve our support levels and help me manage our assets better. “They have helped free up IT staff time to advance our use of technology in support of our internal and external users.