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Zero Downtime & Optimized Support with Managed Services

Find out how BCT enabled 99.99% uptime and streamlined global IT support for a leading identity solutions provider.

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Client

The client is a leading US-based manufacturer of secure identity solutions. It provides physical and logical access control technologies, including smart card readers, networked access systems, card printer/encoders, and identity management software. With a global footprint, the client is known for delivering trusted identity solutions to government, enterprise, and consumer markets.

Challenge

As a leading provider of secure identity solutions, the client serves different kinds of organizations as per industry requirements. To ensure efficiency, the client required a robust IT support model to ensure uninterrupted performance across critical environments. However, there were some key roadblocks.
1

Support operations were scattered and lacked central coordination, resulting in inconsistent response times.

2

The complexity of managing multiple service providers was impacting efficiency and increasing operational overhead. .

3

The business required high availability for its systems to support critical security infrastructure.

4

Existing processes did not offer the speed, visibility, or accountability needed for smooth service delivery.

Solution

BCT implemented a 100% offshore-based support model leveraging a shared services approach, which was reliable, responsive, and cost-efficient. To address the client’s need for operational agility and simplified service management, BCT designed an all-key support activity under one strategic framework. By unifying data and streamlining workflows, the new model created a single accountability structure, making it easier to track, resolve, and prevent issues across environments.

The emphasis was not just on support coverage but on creating a reliable engine that could maintain business continuity without disruptions.

Key elements of the solution were as follows:
1

All Support Under One Umbrella: Introduced a centralized support team to handle all service needs through a single point of contact.

2

100% Offshore Support: Delivered round-the-clock support using a fully offshore model — reducing costs while improving responsiveness.

3

Shared Services Model: Shifted to a shared services approach across different areas, enabling better resource utilization.

4

Centralized PoC: Enabled a single point of contact to ensure quicker resolution.

Impact

BCT’s unified IT support solution delivered more than just operational fixes—it became a strategic enabler. By centralizing support, improving availability, and embedding SLA-driven accountability, the client achieved greater agility, visibility, and cost control across its mission-critical systems.
1

Near-Zero Downtime for Mission-Critical Systems: Achieving 99.999% system availability ensured that the client’s identity infrastructure, which underpins physical and digital access globally, remained uninterrupted. This directly supported business continuity, protected revenue streams, and safeguarded customer trust.

2

Simplified Operations Through a Unified Support Framework: By consolidating all support needs under a single, integrated structure, the client reduced operational complexity and eliminated coordination issues. This streamlined environment enhanced internal efficiency and allowed faster issue handling, ultimately improving time-to-resolution.

3

Higher Service Accountability with SLA-Driven Governance:Embedding business-critical service level agreements brought consistency and reliability to platform support. This alignment with business priorities ensured predictable performance, reduced risk, and improved confidence among leadership and stakeholders.

4

Faster Turnaround and Greater Visibility:The unified support model enabled quicker resolution times and gave leadership clear visibility into system performance and issue trends. This supported faster, more informed decision-making and empowered IT teams to be proactive rather than reactive.

5

Cost-Efficient Model That Scales with the Business:The offshore shared services approach significantly reduced operational costs without compromising quality. This scalable model positioned the client to grow its global footprint with confidence, knowing support would keep pace with expansion needs.

This partnership with BCT enabled the client to overcome their fragmented IT support and rising operational overhead. A 100% offshore, shared services model with centralized coordination and SLA-driven governance ensured enterprise-wide transformation. The result: near-zero downtime, faster issue resolution, and scalable, cost-effective support operations aligned with business growth.

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148, Rajiv Gandhi Salai(OMR), Okkiyam Thoraipakkam, Chennai - 600 097

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+91 44 43449000,
+91 44 61739000

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global@bahwancybertek.com

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