casestudy-kaya

Problem statement

Stax Sri Lanka needed an expert IT support partner to help them transform their IT systems while replacing and managing their inefficient IT infrastructure and outdated connectivity solutions. The obsolete systems in Stax Sri Lanka, coupled with slow and unreliable internet connections, were hindering their capabilities of delivering a premium service to their clients. Matters were made worse by the fact that they were experiencing serious issues with their IT support.

How the issue was impacting the client

Stax’s Colombo office supports the US operations with research, data analytics, data visualization and statistical support. They also provide a wide range of consultancy services. Because of the inefficient systems in place, Stax found it hard to effectively leverage their IT department to deliver customer centric results. This resulted in time and money being spent to solve IT related issues that consistently hindered the completion of their projects.

Objectives

Create an efficient work environment: Provide fast, accurate support to global end-users, boosting productivity and satisfaction

Manage and assess M365 Portal/Entra ID: Ensure security and compliance through regular evaluations

Guide ISO certifications: Help organizations achieve ISO standards for quality and excellence

Achieve ISO 27001: Implement ISMS to strengthen data security and meet certification requirements

Service Provided

Provide remote support to end users worldwide via a central IT helpdesk, handling user onboarding/ offboarding, M365, Azure, and EntraID management, data backups, end-user security, and support. Eureka also assisted Kaya in implementing and maintaining ISO 27001 processes and security controls.

Objectives

Oversee and support the EverService IT team in managing daily tasks and operations according to the client's work schedule. This includes end-user support, portal management, and server/network support. Leverage global IT talent to reduce staffing costs.

Service Provided

Provide dedicated IT resources to manage the day-to-day IT operations of the EverService IT Department, including end-user support, servers and cloud infrastructure maintenance, task automation and of IT team management.

“Working with Eureka has been a game-changer for our technical support needs. Their offshore IT team members come well educated in technology, English-proficient, and consistently professional. From Level 1 to Level 3 support, their knowledgeable team handles issues quickly and effectively, providing seamless support that feels local. Highly recommended for any organization looking to elevate their help desk services”

Todd Walton,
VP, Enterprise Infrastructure - EverService (USA)

“Eureka have been managing the IT Support function for KAYA Global Inc. for over a year now. As our team is spread across the US, Europe and Asia they provide extended hours of service. Overall their performance has been outstanding. While managing the day to day services well, Eureka team went above and beyond in supporting our ISO27001 implementation related activities. Our global user base has been impressed by the quality of service that they have been providing and we plan to extend the hours of operations soon”

Nalina Wijesundara,
Director - TechLabs (USA)

KayaTech (USA)

Start the Conversation

Managed IT Services

IT Security

Get Started

KayaTech (USA)

Start the Conversation

Managed IT Services

IT Security