Transforming Enterprise IT Operations Through Managed Services Excellence

Case Summary

Danube Group partnered with Intertec Systems to enhance IT service delivery and operational efficiency through a structured Managed IT Services program. Over eight months, Intertec managed 11,621 tickets, maintained 100% SLA compliance for High and Critical incidents, achieved 94%+ CSAT, improved ITSM maturity through structured governance, closed 42% of operational risks, and supported business expansion initiatives without increasing headcount.

Business Problem

As Danube Group expanded across multiple business units, IT operations faced challenges including fragmented support processes, increasing ticket volumes, limited service visibility, and inconsistent user engagement channels. The absence of structured ITSM governance, customer satisfaction tracking, and formal risk management made it difficult to proactively manage service performance, operational risks, and user experience at scale.

How Intertec Helped

Intertec implemented an ITIL-aligned Managed Services framework across Service Desk, End User Support, Network, Compute, and Microsoft 365 environments. The engagement introduced structured ITSM governance through 17 service categories and 134 sub-categories in Freshservice, customer satisfaction tracking, SLA governance, proactive backlog management, user awareness initiatives, and formal risk monitoring. Intertec also standardized support channels, reduced non-value ticket volumes, and supported new branch rollouts while maximizing the productivity of the existing team.

Business Outcomes Delivered

• Managed 11,621 IT tickets across service towers over an 8-month engagement period.
• Maintained 100% SLA compliance for all High and Critical priority incidents with zero breaches.
• Sustained 94%+ CSAT with 10%+ customer survey participation.
• Achieved 95%+ overall SLA performance, with select service towers reaching 99.3%.
• Maintained 99% ticket resolution rates and reduced ticket backlog to below 1%.
• Reduced ad-hoc support requests to less than 1% through channel standardization.
• Achieved a 20% reduction in non-value ticket volumes through noise ticket elimination.
• Improved ITSM maturity through 17 service categories and 134 sub-categories.
• Closed 42% of tracked operational and end-of-life risks within six months.
• Delivered 5 new branch IT setups on schedule without additional headcount.