Case Study

Splunk Services

iOPEX, a certified Splunk services partner has in-depth experience in successfully providing expertise in Information Security, DevOps and Business Analytics using Splunk. Our engagement ensures a thorough assessment of your existing technology setup to gauge the implementation and its usage maturity index, followed by a tailored recommendation, implementation and deployment plan that meets your objectives and a scalable managed services offering that allow you to focus on your core business while we efficiently handle your setup, monitoring and remediation and maximize the Splunk ROI.

The Client :The client has over 14,000 customers in 110 countries using their software to improve service levels across diverse industries. The company is based in San Francisco, California with regional operations across Europe, the Middle East, Africa, Asia, and Australia.

The Challenge :The client’s customer base was growing rapidly in India, APAC and EMEA region and its in-house support team had challenges servicing this growing customer base. An exponential rise in their incident tickets particularly from their APAC and Indian customers triggered the client to seek out external partners who could support their processes effectively. Some of the challenges faced by the client before engaging with iOPEX were:

  • Time zone difference to support their Indian customers
  • Exponential increase in ticket volume in the last few quarters
  • Existing APAC team had insufficient man-power and also had time zone gaps

The client was looking for a capable partner with the ability to ramp up quickly, coordinate seamlessly, ensure fast issue resolution and effectively handle the support process.

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