Case Study: Global automotive glass leader restores 100% uptime and slashes critical incidents with Pomeroy

Global Leading Automotive Company - Customer Case Study

Global Leading Automotive Company, a $1.1 billion global leader in automotive glass and operator of a large U.S. insurance-claims call center network, faced frequent outages and more than 100 urgent P1/P2 tickets per month that disrupted claims processing, manufacturing and receivables—costing an estimated $260,000 per hour of downtime. Pomeroy was engaged as the vendor to stabilize the environment, performing an infrastructure assessment using its Optimus cloud-based service automation platform to identify root causes such as outdated OS, underscaled Citrix, legacy hardware and weak change management.

Pomeroy implemented a stabilization plan that reconfigured the network, upgraded servers and storage (including migrating Windows Server 2003 to Server 2012), doubled Citrix capacity with virtualization, and deployed the Optimus platform to enforce change management and reporting. As a result Pomeroy restored 100% data center availability, drove an 86% reduction in change tickets, a 73% drop in critical Citrix tickets, a 51.5% reduction in monitoring incidents, improved First Call Resolution to 98.9% and raised customer satisfaction to 4.99, quickly stabilizing operations and improving profitability.