A North American manufacturer in the homebuilding sector had built much of its growth through acquisitions. As new businesses joined the organization, the IT team needed to support additional users and higher service volumes without allowing the help desk to become a bottleneck. The company also wanted to reduce internal costs, increase automation, and continue its cloud migration.
Jolera provided a dedicated service desk that could expand as demand changed. The partnership also moved beyond day-to-day support: Jolera reviewed the technology environment and identified an opportunity to reduce duplicated identity-related costs. Together, these capabilities created a more responsive IT model for acquisition-led growth.
The challenge
Keeping IT support aligned with a changing business
The company’s previous regional provider struggled to respond to the changing demands created by acquisitions. New employees needed reliable support, while service volumes could rise quickly during onboarding. The organization needed more than extra people answering tickets: resources had to understand its procedures, systems, and escalation paths.
Client snapshot
Industry
Homebuilding and manufacturing
Organization
North American enterprise growing through acquisitions
Business Challenge
Scale end-user support while controlling IT costs
Engagement Model
Dedicated and flexible service desk
Services Provided
End-user support, acquisition onboarding, service feedback, and cost review
01
Acquisition-driven demand
New businesses brought additional users and higher call volumes that required support capacity to increase quickly.
02
Service consistency
Additional resources needed to follow the same standard operating procedures and escalation paths as the core team.
03
Limited user feedback
Survey engagement had been low, giving the organization limited visibility into the end-user support experience.
04
Pressure to reduce costs
Technology leadership was tasked with finding $500,000 in savings while supporting automation and cloud migration.
The Jolera approach
A dedicated service desk built to expand with demand
Jolera aligned the help desk with the client’s environment and operating procedures. The goal was to provide a familiar, consistent user experience during normal operations and a practical way to increase coverage during acquisitions. This approach reflects Jolera’s Support IT end-user support capabilities.
Dedicated service desk
A focused team supported the organization’s users, systems, procedures, and escalation requirements.
Flexible
resourcing
Jolera could add resources as demand increased and adjust capacity again as service volumes stabilized.
Extended support hours
During a significant acquisition, Jolera extended service hours to handle the increase in call volume.
Client-specific training
New resources were trained on the client’s standard operating procedures and systems before supporting users.
Service
feedback
The dedicated model encouraged more employees to complete satisfaction surveys after support interactions.
Technology cost review
Jolera reviewed existing expenditure and identified potential overlap in the identity and authentication environment.
Strategic Integration
Connecting acquisition support with cost control
The same partnership addressed two priorities. During acquisitions, Jolera added trained support capacity and extended coverage. Outside peak periods, its knowledge of the environment supported a broader review of technology expenditure. This allowed the relationship to contribute to both operational continuity and the company’s cost-reduction mandate.
IDENTITY AND COST OPTIMIZATION
Identifying a potential five-week payback
Jolera identified a separately licensed multifactor authentication platform as a potential area of overlap with capabilities available in the company’s Microsoft environment. It proposed a consolidation project estimated in the mid-five-figure range.
The business case projected a payback period of approximately five weeks and the potential to remove a large six-figure annual cost for about 3,000 technology users. These were projected outcomes of the proposed change, not confirmed savings already achieved.
Organizations reviewing authentication and access controls can explore Jolera’s broader cybersecurity solutions, including Identity Protection.
Results & Business Impact
A more responsive model for continued growth
The engagement improved the organization’s ability to respond to acquisition-related demand while maintaining service consistency. It also produced clearer evidence of user satisfaction and a defined opportunity to reduce technology costs.
10-15%
Survey response rate
Participation reached a level described as exceptional within the managed services environment.
~ 3,000
Technology users in scope
The proposed MFA consolidation business case covered approximately 3,000 technology users.
7 of 10
Recognized team members
Seven of the ten people recognized for outstanding performance at a Jolera annual meeting supported this account.
≃ 5 weeks
Projected payback
The proposed MFA consolidation business case projected a payback period of approximately five weeks.
Transformation at a glance
What changed across the support model
| Business Area | Before Jolera | After Jolera |
|---|---|---|
| Support capacity | Regional model struggled with changing demand | Resources and hours expanded during a major acquisition |
| Resource onboarding | Additional capacity risked an inconsistent experience | Resources trained on client procedures and systems |
| User feedback | Low engagement with satisfaction surveys | Approximately 10-15% participation with mostly positive responses |
| Cost management | Existing identity licensing remained in place | Consolidation opportunity supported by a defined business case |
The Jolera Advantage
IT support that adapts to acquisition-led change
Acquisitions can create sudden changes in users, support hours, and service volumes. Jolera combined a dedicated help desk with flexible capacity and client-specific training, helping the organization respond to those changes without losing operational context. The same relationship also gave Jolera the knowledge required to identify a significant cost-reduction opportunity in the identity environment.
Frequently asked questions
Key questions about the engagement
How did Jolera scale support during the acquisition?
Jolera added help desk capacity, extended service hours, and trained additional resources on the client’s procedures and systems before they began supporting users.
How was service consistency maintained?
Resources followed the client’s standard operating procedures, systems, and escalation paths, helping the expanded team provide a familiar support experience.
What cost-saving opportunity did Jolera identify?
Jolera identified potential overlap between a separately licensed MFA platform and capabilities in the Microsoft environment. The proposed consolidation had a projected five-week payback period and the potential to remove a large six-figure annual cost.
