Trillium’s client is a Healthcare Services Organization that has experienced a great deal of expansion and growth. This has stretched its technology infrastructure and services, and the organization found itself unable to focus on executing its long-term product strategy. The client’s growth has outpaced its technology’s ability to scale to its growth patterns, impacting its customer satisfaction and retention. Overwhelmed support teams have had difficulty responding to, triaging, and determining causes to repair system outages, which were often caused by software and infrastructure changes. Further, the operations area was not able to respond to and support customers per SLAs.
How We Solved It
Trillium reviewed the client’s technology enterprise to best determine a path forward. The analysis included identifying root causes of the challenges related to infrastructure, architecture, development, and operations organizations; developing a 30/60/90-day stabilization plan; and, driving the cross-functional stabilization initiative throughout the organization.
- Reduced outage frequency by 92%
- Increased compliance with SLAs from 35% to 87%
- Achieved stability necessary to allow the organization to execute on its long-term product strategy
- Allowed technical resources to shift from fire-fighting to new product development