After more than 20 years of limited technology investment, the organization’s infrastructure could no longer reliably support its operations, employees or growth.
Unsupported equipment, inconsistent site configurations, aging data-center technology and the absence of a comprehensive disaster recovery capability had created significant cost, performance and business-continuity risks.
The transformation team developed and executed a modernization strategy across 12 domestic locations. The core infrastructure transformation—originally expected to require three years—was delivered in seven months while reducing technology costs by 33%.
Core infrastructure transformation accelerated
Reduction in technology costs
Improvement in system performance
Years of deferred investment had left the organization with an aging and inconsistent technology environment.
Unsupported, outdated and unlicensed equipment remained in operation. Network configurations and equipment varied by location. Critical systems lacked adequate redundancy, and leadership had limited visibility into the condition and performance of technology assets across the organization.
The company also had no comprehensive disaster recovery or business continuity solution, despite previous incidents that exposed the organization to potential losses of as much as $750,000 per day.
These problems extended beyond infrastructure. Employees and customers felt the effects through slow systems, inconsistent support and outdated business processes. In the call center, customers could remain on hold for as long as 67 minutes.
The organization needed to accomplish years of foundational work without disrupting ongoing operations.
The transformation team created a prioritized roadmap centered on business risk, operational stability and measurable performance.
Rather than treating the environment as a collection of isolated technology projects, the team rebuilt the foundation across infrastructure, networking, disaster recovery, security, support and asset management.
The team virtualized the data center, replaced aging server technology and redesigned configurations supporting critical business applications.
Equipment was reracked and recabled, and firmware was updated to improve performance, reliability and lifecycle management.
A software-defined wide area network was implemented across the organization. Network switches and uninterruptible power supplies were upgraded with redundant power capabilities.
Infrastructure and equipment were standardized across fixed locations and mobile operations, creating a consistent and scalable deployment model.
The team designed and implemented the organization’s first comprehensive disaster recovery and business continuity capability.
This included establishing backup strategies, implementing cloud-based disaster recovery and creating a failover plan for mission-critical applications.
All identified unsupported, outdated and unlicensed equipment was replaced. Within 18 months, 65% of the broader technology environment had been modernized and the organization had achieved full equipment-compliance coverage.
The team established a centralized shared-service desk to provide consistent support across departments and locations.
A comprehensive asset-management process was also introduced. During the physical inventory, the team recovered visibility into more than 500 previously unaccounted-for computers.
The transformation extended beyond the infrastructure itself.
The team began the organization’s broader digital transformation with a critical redesign of the call center. That implementation became a model for subsequent technology deployments across other departments.
The core infrastructure transformation was delivered in seven months rather than the three years originally anticipated.
The organization also achieved:
The call center transformation reduced customer hold times from as long as 67 minutes to less than two minutes. The initiative contributed to a 20% increase in revenue and an 86% improvement in customer satisfaction.
The transformation replaced an environment shaped by 17 years of deferred investment with a modern, resilient and scalable technology foundation.
The organization gained faster systems, standardized operations, improved support and the ability to recover critical applications when disruption occurred. Leadership gained greater visibility into technology assets, performance and risk.
Most importantly, the work demonstrated that infrastructure modernization was not simply a technical exercise. A stronger technology foundation improved the customer experience, supported revenue growth and gave the organization the capacity to operate and expand with greater confidence.
Is Aging Technology Limiting Business Performance?
AAG helps executive teams stabilize technology operations, address accumulated risk and turn complex modernization programs into measurable business results.
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