Case Study:
Proactive IT Solutions for Eliminating Operational Bottlenecks
Case Snapshot
- Client: Diversified Utility Group — fiber installation and splicing, NC and SC
- Partnership since: May 2024
- Trigger: Unresponsive IT vendor, fragmented systems, new hire onboarding taking 2+ weeks
- Engagement type: Full managed IT services replacing prior vendor
Key Outcomes
- New hire account setup reduced from 3-4 days to same day
- Streamlined, consolidated IT environment with a single proactive partner
- Near-zero downtime — problems resolved quickly with sub-15-minute response times
- Comprehensive IT documentation built from scratch
- Cyber liability insurance renewal successfully supported
Client Testimonial
— Kelly Robinson, Vice President, DUG
“I haven’t seen customer service like this in at least a decade. Maybe two.“
About Our Client
Diversified Utility Group (DUG) is a telecommunications construction and utilities company specializing in fiber installation and splicing services throughout North and South Carolina. Committed to excellence, DUG ensures that every project is carried out with precision and top-notch workmanship. They aim to become an industry leader setting the standard for fiber network installation and connectivity.
Business Challenge
With no internal IT team and expansive telecommunications infrastructure to support, DUG had been relying on a local IT vendor with frequent issues including delayed response times and fragmented services. A new hire director's account took over two weeks to set up. Reliance on multiple ISPs and a patchwork of incompatible technologies created bottlenecks and made it difficult to maintain a stable, efficient network environment.
Key challenges included:
- Unresponsive local IT vendor — delayed response times and fragmented services
- No centralized or unified IT management across the organization
- New hire onboarding taking 2+ weeks due to lack of accountability
- Multiple incompatible ISPs and fragmented technology stack creating bottlenecks
- No internal IT team to manage growing infrastructure needs
Katalyst's
Solution
Katalyst began with a thorough discovery phase, taking full inventory of DUG's existing technology and identifying areas for optimization. Katalyst guided DUG step-by-step on which technologies to adopt and which to phase out — never pushing unnecessary purchases. Katalyst handled the full transition from the prior vendor and took over proactive management of DUG's entire IT environment.
CONNECT — INFRASTRUCTURE AND CONNECTIVITY
- End-to-end network optimization and vendor consolidation
- ISP consolidation — replaced multiple incompatible providers with a unified solution
- Network documentation built from the ground up
PROTECT — SECURITY AS AN OPERATING DISCIPLINE
- Cybersecurity documentation and compliance support
- Cyber liability insurance renewal assistance
- IT infrastructure secured and properly documented
OPERATE — ONGOING ACCOUNTABILITY FOR OUTCOMES
- Full managed IT services — single point of accountability for entire environment
- Proactive support and troubleshooting — sub-15-minute response times
- New hire provisioning same day (previously 3-4 days)
- Ongoing management with no additional fees or surprise costs
SUPPORTS RECEIVED
Business
Results
Since partnering with Katalyst, DUG has seen a remarkable transformation in their IT operations. Katalyst streamlined their network, consolidated vendors, and optimized tools — resulting in faster response times, reduced downtime, and better connectivity.
New employee account setup: same day (previously 3-4 days)
Streamlined, consolidated IT with a single proactive partner
Near-zero downtime with sub-15-minute average response times
Comprehensive IT documentation and compliance support built from scratch
Cyber liability insurance renewal successfully supported
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