Case Study: Streamwire achieves proactive SLA monitoring and instant management reporting with SymVolli

Streamwire - Customer Case Study

Streamwire, an independent technology services company supporting 24 serviced office sites and over 600 clients, faced the challenge of delivering proactive, top‑class IT support while tightly controlling operational costs and SLA performance. To address this, Streamwire adopted the SymVolli platform to centrally monitor support operations, track SLAs and support queues, and standardize help‑desk processes across the business.

SymVolli implemented SLA monitoring (including time and back‑to‑back tracking), a traffic‑light queue view, cost‑based analysis of client support time, an asset register for faulty equipment, and automated workflows for routine notifications. The result: SymVolli enabled instant management reporting (replacing a typical 1.5‑hour weekly reporting task), greater proactivity in support delivery, and a disciplined, best‑practice help‑desk process that reduced risk and improved operational visibility.

Streamwire

Anne Stokes

Chief Executive Officer