About the Client

An American multinational corporation that develops medical devices,
pharmaceuticals, and consumer packaged goods. Its common stock is
a component of the Dow Jones Industrial Average, and the company is
on the 2021 Fortune 500 list of the largest United States corporations
by total revenue. Is one of the world’s most valuable companies.

Brands include numerous household names of medications and first
aid supplies. Among its well-known consumer products are bandages,
medications, baby products, skin and beauty products, facial wash and
contact lenses.

Challenge

• One of the world’s largest AWS WorkSpace deployments
• Support globally distributed teams with contrasting technical ability, job skillset and available resources

Strategy & Solution

• Recruit world class support engineering team globally
• Develop automated support tools and self- support platforms
• Engineer monitoring and reporting tools to resolve issues proactively
• Invest in cutting-edge tools to maintain SLAs and high customer satisfaction

Results

• Highly effective support article repository
• Automated resolutions via customer PowerShell scripts
• Customers focus on needs of the business rather than technical issues
• Extremely efficient Amazon WorkSpace Center of Excellence (CoE)