IT OutsourcingOne of Saudi Arabia’s largest medical laboratory networks
About the client
Al Borg Diagnostics is one of Saudi Arabia’s largest medical laboratory networks, running Microsoft Dynamics across seven cities — an environment where IT downtime directly affects the production line.
The laboratory needed quick on-call and onsite support across six-to-seven cities, because end-user support is directly linked to the business — a delay on support impacts the production line.
It also needed ITIL-compliant managed services, defined policies, and ISO documentation across a Microsoft Dynamics, Windows, Oracle, SQL and VMware estate.
SAT provided end-to-end L1 support for applications, infrastructure and field support, and introduced AI on field support to speed onsite response across the cities.
A centralised, ITIL-compliant service desk was implemented alongside defined domain security and user policies, Change/Incident/Problem/Configuration management, and ISO documentation.
Moving to offshore managed services reduced onsite cost by 60% while keeping nationwide field support responsive, lifting the customer satisfaction index and productivity within the first quarter.
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