Success Stories

Our client’s success in meeting their goals is our most important objective.

Maturing Cyber Security in a Rapidly Expanding Software Space

Maturing Cyber Security in a Rapidly Expanding Software Space

Trillium’s client is a software and analytics company that had a rapidly expanding client base, creating an increased risk profile for data under its control. In addition, existing customers had security concerns about data loss, creating a financial and reputational risk for the client.  Security concerns have also caused lengthened sales cycles for the client.  Several factors contributed to the client’s concerns about cyber security, including a lack of security tooling or data; a soft security roadmap requiring review and remediation; and, existing improvements to security and analytics were neither aligned nor prioritized within the technology landscape.

How We Solved It

Trillium reviewed and assessed the current state of the client’s cyber security processes and technology, and begin a risk reduction plan.  The project baselined the client’s cyber security against industry standards, analyzed tactical risks of the current state, and identified a remediation approach to the security risks.  The risk-reduction program was aligned to the client’s product roadmap.

Results

  • Product improvements aligned with security risk-reduction initiative
  • Risk-remediation reduced risk by 20% in the first 3 months
  • Sales team closed the sale on 2 large accounts by addressing security concerns

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Improving Operational and Technological Scalability for a Healthcare Services Organization

Improving Operational and Technological Scalability for a Healthcare Services Organization

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.

Results

  • 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

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RX for an Ailing Telecom Group at a Health Services Group

RX for an Ailing Telecom Group at a Health Services Group

Trillium’s client is a not-for-profit community-based regional Health Services Group located in the rural Northwest United States.  Their facilities include several hospitals (including a trauma level 2 facility,) numerous medical and urgent care clinics, a Senior care facility, a conference center, a hospice, and a hospitality house for out-of-town patients and families.  They provide a full range of medical, health care, wellness, and surgical services, and serve a population in excess of a quarter of a million with a staff of nearly 5,000 medical professionals, employees, and volunteers.  Given the critical nature of the services provided, the client requires a very effective telecom infrastructure, running as seamlessly as possible. 

The Health Services Group was experiencing a number of symptoms indicating its telecom was not meeting the business needs of its stakeholders.  They included inconsistent telecom support, unpredictable service delivery, reliance on vendors to identify and solve problems, and unpredictable planned telecom change events.  In addition, Management had limited visibility to existing telecom issues, or how they were being addressed and/or ultimately fixed.  It appeared that telecom work was being done differently depending on the individual doing that work, with one-off and non-repeatable processes being used, and, as a consequence, the impact of telecom work to the organization was unclear.  Also, since there was no clear view of telecom finances, the Group had no idea of their spend or how financially efficient their organization was.  Organizational Management determined that it needed an overall review and assessment of its telecom organization, to determine stakeholder expectations and how best to improve their support. 

How We Solved It

Trillium first surveyed support personnel and key stakeholders to determine a baseline for how well telecom was performing against expectations.  Then, Trillium interviewed numerous stakeholders to help determine the needs from telecom in order to effectively support the client. Trillium performed an analysis that was categorized by People, Process, and Technology.  Numerous recommendations were generated, based on a “crawl, walk, run” approach so that our Client would have a roadmap to its future actions, including business requirements, running telecom projects through its PMO, and adoption of standard processes. In addition, Trillium created a cost estimate to identify the financial impact of the recommendations.

Results

  • Consolidated trouble ticketing and reorganized team to reduced the time to resolve trouble tickets
  • Improved internal image of telecom within the organization
  • Improved service delivery process
  • Created a roadmap for accountability
  • Stabilization of planned changes

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Quickly Developing Critical Cloud Applications

Quickly Developing Critical Cloud Applications

In developing a new cloud services product offering, the client determined late in the development cycle that a user-provisioning system was critical to the project. As one of the world’s largest communications companies, this services would allow third-party developers to access the client’s telecommunications infrastructure for location and mobile services, as well as provide access to membership provisioning information for other internal applications. Trillium was called in to facilitate the development of this critical application in order to launch it at the same time as others already under development.

The other cloud applications had already achieved several milestones. Trillium’s challenge was to introduce the new application development project without jeopardizing the progress. Most importantly, the Trillium team needed to ensure that the new application would interface seamlessly with the others in the cloud – and do it all within the project time frame and budget despite the late start.

How We Solved It

Trillium facilitated joint system requirements, weekly architecture sessions, and proactive issue monitoring and resolution

Results

  • Created a hub for all cloud service products
  • Delivered the project aead of time and on budget
  • Mitigated risk to systems already in development

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