Managed Services Use Case Studies

WWT engaged in a global delivery program with a major financial institution that was performing a network upgrade across all of their campuses and regional branch offices. WWT's reception team, which was located within the customer's NOC in Nashville, TN, provided 24/7 support to the project. The team assisted WWT field engineers with performing network testing, equipment staging, WAN turn up, Wi-Fi service checks, access point checks and day-one support. The reception team was also responsible for managing the change schedule, including circuit provisioning and producing LLD documents.

The customer had an established NOC, but it was unable to handle the additional 24/7 workload created by the global migration.

WWT identified, vetted and placed 16 reception team support engineers across two shifts each to assist with the 24/7 support across the Americas, EMEA, APAC and Swiss regions. Four leads, each with a team of three, provided support and collaboration in conjunction with WWT's delivery engineers and the customer's engineers.

The reception team supported migrations across all named regions over the course of three years. This allowed the customer to concentrate on their core business while implementing more secure technology — all without increasing overhead costs or having to train their employees. This engagement also led to opportunities to augment customer skills and staff to build out its two-factor authentication platform and VDI.

A large land drilling and pressure pumping services company engaged WWT last year (a) to assist with their network refresh initiative and (b) then take over support of the network infrastructure. In the span of four months, WWT refreshed 51 locations across the U.S. and Canada with new Meraki equipment. The ongoing support team worked alongside our delivery organization to onboard each site on the night of its cutover to ensure a seamless transition from deployment to support.

During the energy downturn of 2015 to 2017, the customer acquired several competitors in the oil field services vertical. This growth outpaced their IT department's ability to support the business, leaving them with multiple independent IT groups and environments from the acquired companies. The technology user-count doubled in a matter of months. Moreover, the IT systems of the acquired companies were not integrated due to the departure of several key engineers from the customer's staff and a lack of expertise to support this new size and complexity.

WWT installed a Meraki SD-WAN solution to give the customer a streamlined network with which to bring all of the acquired companies' staff into the same network and systems as existing staff. The customer did not have the skillset to handle the new Meraki deployment as various senior-level engineers were leaving the organization. WWT's freedom, flexibility and ongoing partnership was the difference that led the customer to choose this solution over standing up its own in-house option.

WWT's ability to rapidly increase the customer's ROI with the solution rollout and subsequent network management afforded the customer a smooth transition to a new network. It also gave them access to WWT's technology SMEs while the customer teams and various acquired company staff adjusted to the new network. The customer was acutely aware of their inability to attract and retain the talent necessary to support the new size and scale of their network, so by offloading management of the network to WWT, the customer was able to ensure connectivity, continuity and performance across all sites while allowing their IT teams to focus on issues at the core of their business. Due to the program's ongoing success, WWT has since added additional existing locations and two COLO locations to the operational support services platform.

The Department of Health for one of the largest, federally recognized Native American tribes engaged WWT to assist with modernizing and managing their hospital clinics' infrastructure. As one of the largest tribal health systems in its state, the system delivers a variety of health services throughout the entire reservation, which spans 11 counties and 4,811 square miles. WWT rapidly designed, deployed and installed a new WAN/LAN environment, and then provided ongoing operational support.

The tribe's health system needed to update and modernize their infrastructure at 11 hospital clinic locations that served the vital health needs on the reservation. Aging assets and outdated technology posed a risk to the quality experience they strive to provide to the community. Cares Act funding provided the means to rapidly implement a new IT infrastructure. The health system did not have the staff numbers nor expertise to provide the ongoing operational support needed for this new, modernized environment.

WWT proposed a new WAN/LAN environment using Meraki routers, switches and Wi-Fi devices to optimize the healthcare environment, as well as distributed storage arrays using NetApp and a new hyper-converged server infrastructure to support their Cisco Collaboration and other applications. WWT built a complete turnkey solution with hardware and software, advanced deployment, and Day-2 services to provide ongoing operational support after the deployment.

Instead of a pure staffing support model, which would have left coverage gaps and exceeded the customer's budget, WWT leveraged both WWT's staffing support and remote operational support solution to augment the customer's existing staff, freeing up their time post-install to focus on the implementation and adoption while the WWT team took care of the day-to-day operational health and availability of the new infrastructure.