Case Study: Financial Services Company restores network stability and eliminates costly downtime with Pomeroy

Financial Services Company - Customer Case Study

Financial Services Company, the second-largest independent financial advisor network in the U.S. supporting over 9,500 advisors and 600+ institutions, was crippled by unstable, poorly configured voice and data networks that caused daily outages, minute-long hold times and a lack of redundancy, backups and documented processes. After the incumbent provider failed to remediate the environment, Pomeroy — which had provided infrastructure remediation and remote monitoring since 2013 — was engaged for an emergency takeover to stabilize critical communications and restore operations.

Pomeroy executed a 280-point remediation and emergency takeover of the Cisco-based voice and data environment (including Unified Contact Center Express, Unified Communications Manager and related systems), replaced end-of-life hardware, implemented 24/7 remote monitoring, new SLAs and a Service Management Manual, and provided Level 1–3 support. Pomeroy restored normal operations in days, achieved go-live in one-third the normal time with no service interruptions, delivered 1–4 minute response times and a 20-minute mean time to repair, and drove an 89% reduction in service desk tickets and an 86% reduction in device alerts — eliminating hundreds of thousands of dollars in daily losses and delivering more than 60 days without an outage.