In a highly competitive marketplace where customer churn can impact profitability quickly, VMO2 needed a partner to provide a Digital Operations team based on Google's SRE model.
This approach delivers higher service availability – by reducing Mean Time To Repair (MTTR) and increasing Mean Time Between Failures (MTBF) – to ensure customer satisfaction remains high.
In addition, the model needed to be more cost-effective than the traditional ITIL-based IT Service Management model widely used in industry.
Celfocus deployed its B2C Digital Transformation Team to support four key functions in the Digital Operations/SRE Model:
The solution offers: