Our customer is one of India’s premier life insurance providers, operating at a significant scale to serve millions of customers. The company’s vast workforce of over 24,000 employees is spread across a head office, central processing center, regional offices, and extensive branch locations demanding robust, responsive IT infrastructure Services and support.
The Challenges (Before Managed Services)
The customer’s legacy IT environment struggled to meet the demands of a modern digital workplace:
- Legacy HCL Notes email/collaboration platform resulted in architectural complexity and high maintenance overhead.
- Fragmented mobile device management limited visibility, compromised security, and created administrative bottlenecks.
- Growing remote/hybrid workforce required secure, seamless access from any device or location.
- Manual operations and scattered support led to inefficiencies, inconsistent response, and risk exposure.
The result: Collaboration, security, and employee experience were limited by technology constraints, just as the organization needed to scale support for a growing and dispersed workforce.
Embee’s Managed Services Solution
To overcome these challenges, the customer engaged our Managed Support Services, establishing a centralized, expert-driven support ecosystem for its entire Microsoft 365 environment including Office 365, Enterprise Mobility + Security (EM+S), Azure Active Directory, and Defender products.
Key elements of Embee Software’s Managed Services:
- Dedicated Onsite Engineering Team: 12 skilled professionals (L1, L2, L3) providing on-premises technical support, ticket management, and hands-on resolution across business hours and shifts.
- Centralized Service Desk: Professional ticket tracking, escalation, and closure, ensuring incident lifecycle transparency for all stakeholders.
- Proactive Monitoring: Native O365 and compliance tools for continuous health and security monitoring, as well as real-time usage reporting.
- Multi-level support structure: Rapid triage and escalation for incident ensuring expert resources address issues according to severity.
- Comprehensive Coverage: Support for Office 365 (E3/E5/F3), EM+S, Azure AD Authentication P2, Defender, Intune, Customer Lockbox, and more supporting over 29,000 mailboxes.
- Reporting & Governance: Real-time dashboards, service review reports, and regular engagement reviews with the customer’s leadership for ongoing alignment and improvement.
- SLA-Driven Delivery: Response and resolution times as fast as 15 minutes for critical business-impacting incidents.
- Knowledge transfer and transition: Structured onboarding and periodic upskilling for continuity and consistency.
Key Highlights of Engagement
- Seamless Workplace Transformation: Migration from HCL Notes to cloud-based Microsoft 365 with robust device and identity security.
- Onsite Support Across Locations: Engineers available 8:00 a.m. to 10:00 p.m., covering all shifts and providing hands-on and remote support nationwide.
- Expertise Deployed at Scale: Coverage for email, collaboration, compliance, security, and device management for more than 24,000 employees and 29,000 mailboxes.
- Transparent Processes: Well-defined ticketing procedures, real-time incident and RCA tracking, and monthly and quarterly engagement reviews.
- Flexible Team Structure: Consultative engineering resources with specialized skills (O365, MDM, identity) matched to the customer’s evolving needs.
Business Impact
- Boosted Collaboration & Productivity: Seamless, modern digital platform available to every employee enabling efficient communication and teamwork.
- Enhanced Security & Compliance: Implementation of Microsoft Purview for email compliance, Conditional Access, MFA, and robust device management slashed security risk and compliance gaps.
- Operational Efficiency: Dedicated, expert support drastically reduced incident response times, improved first-call resolution, and minimized downtime.
- Predictable, Scalable Costs: Time-and-materials engagement enabled them flex resource allocation as business needs changed, optimizing IT spend.
- Improved Employee Experience: Agile support and up-to-date features empowered branch and field teams to operate with confidence from any location.
Customer Testimonial
“Embee Software’s Cloud Managed Services have helped us seamlessly transition to a secure, collaborative digital workplace. Their expert team, hands-on support, and commitment to operational excellence have enabled us to focus on our core mission serving customers with confidence in a secure IT environment.”
– IT Head
Why Embee Software: The Managed Services Partner of Choice
- Proven Expertise at Enterprise Scale: Deep experience across Microsoft 365, security, and cloud deployment for leading Indian enterprises.
- Structured Transition & Governance: End-to-end knowledge transfer, project management, and risk mitigation.
- SLA-Focused, Customer-Centric Approach: 24×7 support, clear escalation matrix, and regular performance reviews.
- Consultative Value Delivery: Flexible engagement model adapts to evolving business needs, ensuring continued IT alignment and cost efficiency.
With Embee Software as a trusted Managed IT Services partner, the customer transformed its legacy IT into an agile, secure platform empowering 24,000+ employees, reducing operational risk, and positioning the organization for the digital future.
