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Transforming IT Support in Malasyia




Support solutions

IT Managed Services Location: Malaysia
Client: Confidential


This case study explores the successful partnership between a Malaysia-based company and Penta Consulting, a leading provider of innovative IT support solutions. This case study delves into how the client achieved remarkable improvements in their IT support model, resulting in significant cost savings and enhanced service quality.

Client Background:

The client is a prominent player in Malaysia’s IT landscape, operating an extensive network infrastructure powered by Huawei Core, Radio, and Transmission technologies. They previously relied on a direct contract with the Original Equipment Manufacturer (OEM) for technical support services.


The client faced several challenges with their existing support model, including limited response times, suboptimal service quality, and high operational costs. They sought a solution that would deliver faster and more efficient support while reducing operational expenditures (OPEX).

Penta Consulting Solution:

Penta proposed a comprehensive solution that addressed the client’s challenges head-on by introducing 3rd Line Remote Technical Support, Onsite Technical Support, 24/7, 365-Day Support, Improved Service Level Agreements (SLAs), and Ex-OEM Engineers with Domain Knowledge.

Results and Achievements:

The implementation of Penta’s solution yielded outstanding results, including a 100% SLA compliance rate, 40% reduction in operational costs, and improved service quality.

Lessons Learned:

This case study highlights several critical lessons for businesses in the IT Managed Services industry, including partnering with specialized providers like Penta, strategic resource allocation, the importance of service level agreements, and cost efficiency.


By partnering with Penta and embracing their innovative IT support solution, the client achieved remarkable improvements in their IT support model. The combination of remote and onsite support, 24/7 availability, and enhanced SLAs not only boosted service quality but also resulted in substantial OPEX savings.