Managed Service Provider Transforms UC Monitoring Across 10,000+ Clients

A global leader in IT services, the company delivers cloud, collaboration, and digital modernization solutions to medium and large enterprises. With a customer base of over 10,000 organizations—including 40% of the Fortune 500 and 55% of the Fortune 100—it supports industries ranging from education and healthcare to finance, manufacturing, and energy. Its end-to-end offerings include data center management, cybersecurity, enterprise networking, software development, security infrastructure, and hosted collaboration services.

Challenges

Managing multiple communication platforms introduced significant operational complexity for the provider. With each system requiring its own support tools and workflows, costs mounted quickly while resolution times dragged on. Identifying the root cause of issues became a constant challenge, often resulting in frustrating cycles of “finger-pointing” between network providers, cloud platforms, and end users. After migrating services to the cloud, the lack of real-time visibility into user experience further compounded the issue—undermining customer satisfaction, threatening SLA adherence, and putting overall efficiency at risk.

Solution

The provider turned to Nectar’s Digital Experience Platform (DXP) to centralize visibility and bring cohesion to their complex environment. By consolidating monitoring across all cloud and on-premises UC platforms and integrating with CRM and ITSM tools, Nectar enabled seamless incident management, proactive SLA tracking, and direct visibility into customer experiences. The Nectar solution was also white labeled under the provider’s brand, strengthening their position in a competitive market while supporting over 1 million users globally.

A Unified View for Proactive Management

Nectar DXP created a “single pane of glass” view, empowering global NOC engineers with clear, consolidated insights into system health, platform performance, and user experience.
This shift eliminated information silos and accelerated incident resolution by providing a full cross-platform, correlated view.

Extending Visibility to Customers

With real-time health scores now shared externally, the service provider delivers unmatched transparency to its end-customers. Clients can monitor their own user experience post-migration – building trust and strengthening long-term partnerships.

Strengthening SLAs and Competitive Advantage

Thanks to proactive monitoring and seamless ITSM integration, SLA adherence now approaches 100%, drastically reducing penalties and setting the provider apart from competitors. The ability to brand the Nectar solution as their own has further enhanced their reputation and customer loyalty, solidifying their position as a premier global managed services partner.