WebConsult Information

We partenered with IPsoft, a world leader in infrastructure management, which is a pioneer in AI to deliver this project, with Webconsult focusing on building the required custom Application Support functions. One of the biggest challenges was the lack of accurate documentation, as the existing provider refused to giveany access to the support infrastructure, knowledgebases or ticketing system. We had a team of specialists reverse engineer how things worked for the major custom built applications, and IPsoft had some sophisticated discovery tools that could build a picture of the network infrastructure. We sat with the users and went through their user documentation to understand the system landscape. Taking control of the network infrastructure, with over 1000 routers, was a real challenge since the client had to pay a substantial amount as contract indemnity to the existing provider. We used an AI-assited bot to rapidly change the passwords accross the network, defeating two Easter eggs designed to crash the network during takeover. Within hours, the entire network was being monitored and managed by our engineers without significant business damage. On the application side, all attempts at knowledge transfer were denied by the existing provider, so we build the knowledge base and the application support infrastructure from scratch. We over-provisioned the support resources to handle the expected increase in incidents. A 5% decrease in Service Level Compliance was experienced the first month, but by the second month we had exceeded the previous Service Levels by 30% and by the end of our first quarter burn in period, had improved SLA performance by over 100%. In the end, we delivered cost savings of over 38% and significant ticket count reduction as well.