How Netoyed Helped CSPi Cut Delivery Costs by 40% Across 3 Workstreams
A voice operations, L1/L2 helpdesk, after-hours support, and Intune adoption engagement for a US-based Managed IT and Communications Services Provider.
CSPi | Cloud & MSP Studio
Context
The client is a US-based Managed IT and Communications Services Provider delivering voice operations, IT support, and managed services to enterprise customers across the United States.
To scale their delivery without adding US-based operational overhead, the client engaged Netoyed to build and run an offshore operations center handling multiple workstreams simultaneously.
The scope covered voice operations, L1/L2 helpdesk, after-hours support aligned to US time zones, and a structured Intune adoption project spanning 700+ Windows devices.
Challenges
The client needed to run three distinct workstreams at the same time from a single offshore center: voice operations managing SIP/VoIP infrastructure, general IT helpdesk covering L1/L2 support, and after-hours coverage for their entire client portfolio.
Each workstream required a different technical depth. Voice operations demanded real-time SIP expertise, the helpdesk required broad Microsoft stack knowledge, and the Intune engagement required a structured MDM specialist with discovery, pilot, and phased rollout capability.
On top of this, a specific client engagement required a structured Intune adoption for 700+ Windows devices with compliance validation at each stage, adding project delivery complexity to an already multi-layered engagement.
Our Solution
Voice Operations
- Established a dedicated voice operations team handling SIP/VoIP infrastructure management, call quality monitoring, carrier integration support, and troubleshooting.
- Managed voice platform configurations, call routing optimization, and SLA reporting for the client's enterprise customers.
Helpdesk & After-Hours
- Deployed L1/L2 helpdesk engineers aligned to US Eastern and Central time zones, covering both business-hours and after-hours shifts.
- Structured after-hours operations to provide seamless 24x7 coverage, enabling the client to offer round-the-clock SLAs without US-based night-shift staff.
Intune Adoption Project
- Developed a comprehensive discovery questionnaire covering 18 critical areas including current MDM state, GPO migration requirements, application compatibility, compliance policy design, Windows Hello for Business, Wi-Fi and certificate profiles, Windows Update management, and zero-touch deployment
- Executed a 40-device pilot with full policy validation before phased rollout to 700+ devices
- Conducted SOW gap analysis identifying areas where client commitments needed additional scoping or T&M billing for non-standard application profiles
Netoyed Edge
- Delivered voice, helpdesk, and project workstreams concurrently from a single offshore center under one management umbrella.
- Each workstream maintained consistent SLA performance without cross-workstream interference or quality compromise.
- Enabled the client to offer 24x7 managed services and specialist voice capabilities without maintaining US-based night-shift staff or hiring expensive onshore specialists.
The Results
- Achieved 40-50% cost reduction on operational delivery compared to equivalent US-based staffing
- Maintained 99.2%+ SLA compliance across all voice service contracts
- Exceeded 65% first-contact resolution rate at the L1 helpdesk layer
- Delivered full US overnight and weekend coverage from India
- Completed Intune adoption across 700+ Windows devices with 95%+ policy compliance, on schedule