Success story

CBTS improves customer service with a modernized cloud platform

CBTS

Fast facts

Industry: IT consulting and services
Region: North America
Headquarters: Cincinnati, OH

When we saw Red Hat CloudForms … we couldn’t believe it was real because it appeared to be the solution we had been looking for all along.

ERIC SARAKAITIS, MANAGER OF PRODUCT DEVELOPMENT, CBTS

Overview

CBTS, a provider of IT services to a broad range of companies in many markets, needed a cloud platform that would accommodate its customers’ complex requests without increasing operational costs. To achieve this, CBTS engaged Red Hat to replace its outdated platform with a new cloud solution that includes a customer-facing, self-service provisioning portal.

CBTS enhances customer service with Red Hat CloudForms

CBTS used Red Hat® CloudForms to automate and streamline customer support processes and standardize its managed services offerings to support hundreds of customer accounts.

The path to success

Challenge: React quickly to complex customer demands

Companies move to the cloud to reduce expenses and increase efficiency. But CBTS found that its homegrown cloud platform couldn’t keep up with the increasingly complex needs of its customers.

To help its customers compete, CBTS had to upgrade its old cloud platform. “[The previous platform] wasn’t flexible or scalable enough, it was cost-prohibitive, and … it also required too much internal upkeep and maintenance,” said Eric Sarakaitis, manager of product development for CBTS.

Case study

CBTS enhances customer service with Red Hat CloudForms

Solution: Build a self-service provisioning platform

Using Red Hat solutions, CBTS created a self-service provisioning portal for its managed services cloud offering. The company also automated and streamlined customer support processes and standardized its offerings to better support hundreds of customer accounts. “When we saw Red Hat CloudForms … we couldn’t believe it was real because it appeared to be the solution we had been looking for all along,” said Sarakaitis.

Software & services

Hardware

  • Cisco UCS platform

Results: Accelerate sales cycle by 100%

Thanks to greater automation and standardization, CBTS has accelerated its sales cycles by 100% and increased efficiency by 65%. “Now our people have more time to engineer, architect, [and] think,” said Sarakaitis. That translates into more time to innovate and, as a result, a better cloud service that helps customers meet their goals.

There are a lot of moving parts when it comes to cloud solutions. Red Hat CloudForms helps us put those pieces together in a way that’s tailored to the needs of each customer, without locking us into one vendor, format, or solution.

Matt Hyclak, enterprise solutions engineer, CBTS