Our customer’s India’s market leader in adhesives and specialty chemicals, recognized for its innovation and consumer focus across household, industrial, and construction sectors. With 7,000+ employees distributed pan-India and a commitment to operational excellence, the customer needed an always-on IT ecosystem to support rapid business evolution and a future-ready workforce.
The Challenges (Before Managed Services)
- Legacy IT Operations: Fragmented management of collaboration, mobility, and security tools led to inconsistent user experiences and uncontrolled support overhead.
- Scalability & Change: Fast-paced business growth, distributed teams, and evolving technology adoption drove the need for seamless, scalable support.
- Cost and Risk Management: The desire to control IT spending, minimize risk exposures, and accelerate adoption of new platforms like Microsoft Teams and enterprise mobility.
- Collaboration Success Hurdles: Ensuring transparent, efficient meeting management and secure access for employees, distributors, and partners from any device, anywhere.
Embee Software’s Managed Services Solution
The customer partnered with Embee Software’s Managed IT Services to achieve a streamlined, SLA-based operating model for its expansive Microsoft 365 environment, including Office 365, Teams, and enterprise mobility/security workloads.
Solution Overview:
- Bespoke Resource Model: Dedicated onsite and remote Level 2 Office 365 engineers support the customer’s business shifts, aligned with the enterprise’s prime working hours.
- Service Desk & NOC Coverage: 24x7x365 managed service desk, with toll-free access for end users and multi-level escalation paths for all incidents.
- Proactive, End-to-End Support: Administration of 15,000+ licenses across Office 365 plans, Exchange Online, Intune, Azure AD, Defender, Teams, SharePoint, and extensive device management.
- Comprehensive User Support: Day-to-day break-fix, service requests, onboarding/offboarding, MFA and SSO enablement, mailbox and group management, compliance, and security posture management.
- Platform Modernization Partner: Expertise in deploying and managing meeting management apps built on Teams, enabling seamless pre-reads, task management, and transparent in-meeting experiences for 7,000+ users.
- ITSM-Driven Governance: Incident tracking, detailed SLA measurement, root-cause analysis, real-time user and IT dashboards, and monthly reviews.
Key Highlights of the Engagement
- Agile Workforce Enablement: Employees, management, and leadership empowered with modern collaboration, mobile access, and unified meeting management improving outcomes and transparency.
- Scale & Specialization: 2x dedicated L2 engineers (onsite + remote), 24×7 managed ITSM, and deep O365/M365 expertise to support all user locations and business functions.
- Modern Security Posture: Centralized identity and device security through Intune, MFA, Conditional Access, and Defender for O365 enabling compliance and resilience.
- Customized Transformation Tools: Development and management of Teams-based meeting management solutions, consolidating tasks, feedback, and document workflows.
Business Impact
- Operational Excellence: Marked improvement in issue response and resolution for end users-minimizing downtime and increasing productivity.
- Faster Technology Adoption: Rapid rollout and support for new collaboration tools like Teams and in-meeting apps, with real-time change management and user enablement.
- Risk Mitigation: Enhanced security and governance via continuous monitoring, patching, and threat management-reducing incidents and exposure.
- Cost Optimization: Predictable managed IT service costs and optimized licensing enable customer to control IT budgets while scaling with demand.
Customer Perspective
“Partnering with Embee Software has allowed us to modernize collaboration, simplify IT support analyst, and rapidly adopt new digital tools for our people and business partners alike. Their dedication and technical depth ensure our teams can focus on growth and innovation.”
– IT Leadership
Why Embee Software: A Strategic Managed IT Services Partner
- Track Record & Depth: 35+ years, 2500+ enterprises supported, and deep Microsoft cloud capability.
- End-to-End Support: From transformation consulting to daily incident management, backed by robust SLAs and detailed governance.
- Customer-Centric Flexibility: Support model and skillsets tailored to their business evolution.
- Transparent Partnership: Real-time dashboards, regular reviews, and clear communication enabling continuous alignment and improvement.
With Embee Software’s as trusted Managed Support Services partner, the customer has achieved a secure, scalable digital workplace empowering employees, IT, and business for a future of continual innovation and operational excellence.
