In 2010, Cygate, a leading IT services provider in Scandinavia, faced a dilemma: although the company was growing at a rate of 20% per year, their traditional operations model threatened to erode margins. The sharp increase in volumes risked straining quality standards.
Automation was the only way Cygate could service new customers with the same number of employees. Cygate chose to invest in IPcenter through a license with supporting services model. The solution was integrated into the IT infrastructure that supports Cygate’s 1,000+ customers.
Today as much as 75% of the service provided to clients who have outsourced telecom management to Cygate is delivered through “automata” within IPcenter.
As “virtual engineers” were deployed to manage level 0, 1 and 2 activities, Cygate’s human engineers have moved to level 3 activities and shifted their workloads to focus on value creating activities.
Since Cygate deployed IPcenter, its revenues have increased by 56% while its EBITDA has grown by 118%. Without deploying this technology, Cygate could not have managed the increase in managed services business without significantly increasing the size of its operations workforce.
Cygate’s customers see the improvements automation has enabled. Since deploying IPcenter, customer satisfaction has risen from 1.5 to 1.8 out of a maximum score of 2.0.