Financial Services Firm Achieves 99.99% M365 Uptime
Implementing enterprise-grade Customer Care support for a financial institution's Microsoft 365 environment.
Problem
Frequent M365 outages impacting trading operations and regulatory compliance
Solution
24/7 Customer Care with Business plan SLA and proactive monitoring
Impact
99.99% uptime, zero compliance violations, and 15-minute average resolution time
Key Results
- 99.99% M365 uptime achieved (from 98.5%)
- Average incident resolution time reduced to 15 minutes
- Zero regulatory compliance violations
- 30% reduction in help desk tickets through proactive fixes
Challenge
A mid-sized financial services firm with 500+ employees faced critical challenges with their Microsoft 365 environment:
- Frequent service disruptions affecting trading operations
- Average incident resolution time of 4+ hours
- Regulatory compliance at risk due to email downtime
- Internal IT team overwhelmed with M365 complexity
- No proactive monitoring or maintenance
The firm's leadership mandated immediate action after a 6-hour Exchange outage resulted in significant trading losses and regulatory scrutiny.
Our Approach
We implemented our Customer Care Business plan with enhanced monitoring:
Immediate Actions
- Deployed 24/7 monitoring across all M365 services
- Established dedicated escalation path for critical incidents
- Implemented proactive health checks and maintenance
- Created runbooks for common incident scenarios
Ongoing Support
- Weekly infrastructure reviews and optimization
- Quarterly disaster recovery drills
- Monthly security assessments
- Real-time alerts and automated responses
Integration & Automation
- Integrated monitoring with their Jira service desk
- Automated common fixes using Owl-In
- Set up Teams channels for instant communication
- Implemented automated failover for critical services
Results & Impact
The transformation exceeded expectations:
Uptime & Reliability:
- M365 uptime improved from 98.5% to 99.99%
- Mean time to resolution (MTTR) reduced from 4 hours to 15 minutes
- Zero unplanned outages in the last 12 months
- All planned maintenance completed during off-hours
Business Impact:
- Zero regulatory compliance violations since implementation
- Trading operations unaffected by IT issues
- Help desk ticket volume reduced by 30%
- Employee satisfaction with IT support increased by 45%
Cost Efficiency:
- Avoided hiring 2 additional IT staff members
- Prevented estimated $500K in trading losses
- Reduced compliance audit costs by 25%
Client Testimonial
"Croonix's Customer Care service transformed our M365 environment from a liability into a reliable business asset. The 24/7 support and proactive monitoring give us peace of mind to focus on our core business."
Client name withheld for confidentiality. Results verified through Microsoft 365 service health reports.