50% savings and 24/7 support

Client_

Ardent was an industry leader in maritime wreck removal and emergency response. It was best known as the company that salvaged the cruise liner “Costa Concordia” off the Italian shore. The company was formed in May 2015 as a result of the merger of Svitzer Salvage and Titan Salvage to offer more comprehensive service solutions to the maritime industry.

It employed 140 staff and, at the beginning of its operations, was headquartered in Houston, Texas.

Euvic began providing services to Ardent in 2015.

Project goals_

• Reducing Help Desk expenditures while maintaining high service quality.
• Ensuring efficient data migration and system integration following the merger.
• Establishing a 24/7 Single Point of Contact (SPOC) to support all global branches.
• Migrating services to Microsoft Azure and Microsoft 365 to optimize IT infrastructure.
• Enabling the rapid implementation of new digital business initiatives.

Challenges_

Ardent needed a partner to implement local server infrastructure and networks (routers, switches, access points) in its main offices around the world, as well as to manage servers and services in the Microsoft Azure cloud. In addition, the partner was expected to provide Ardent with first-, second-, and third-line
IT support services.

Ardent required a stable partner capable of delivering this wide range of IT services and supporting its future digital business initiatives. The prospective partner was also expected to have proven experience in providing IT help desk services for global companies with branches worldwide.

At the beginning of the cooperation, one of the main challenges was the migration of mailboxes and file resources (documents, CAD files) and the reconnection of all existing computers to the new Ardent domain, while maintaining business continuity.

In addition, the company’s IT services were planned to be moved to the Microsoft cloud (Azure and Microsoft 365).

Delivered solutions_

Euvic assigned 20+ consultants and engineers to work for Ardent. They were grouped into the following teams:

• The first line support team – available 24/7. All its members spoke fluent English and were trained to solve common problems related to local computers, mobile devices, printers, connecting to the network, Office 365 and SharePoint. Ardent’s staff could contact Customer Support via phone, email, Instant Messaging and a web portal. In the Help Desk system, available through a web portal, users could access a list of their requests with the full history of performed actions. In the case of a status change or new information, the system automatically sent email notifications.
• The second – line support team – also available 24/7, performed complex administrative tasks and resolved more serious issues escalated from first-line support.
• The third line support team – performed tasks related to the implementation of new technologies as well as dealt with the ongoing development of the internal SharePoint portal and the publicly accessible website.

Technologies and IT Infrastructure_

• Microsoft Office 365 (Email, Contacts, Calendars, Tasks, OneDrive)
• Microsoft Azure (Virtual Servers)
• Microsoft System Center (Operations Manager, Configuration Manager, Virtual
  Machine Manager, Endpoint Protection and others)
• Microsoft Active Directory
• Microsoft SharePoint
• Microsoft Yammer
• The infrastructure of servers, network devices and other computer equipment
  (printers, scanners) in the offices
• Staff’s personal computers and mobile devices
• A single point of contact for all of Ardent’s IT systems, including MS Dynamics NAV, ThinkingPhones, TruPhone, ChromeCRM, Oracle Hyperion, JetReports, Adobe, and for Internet service providers in each of the offices.

Benefits_

• Significant reduction in IT help desk costs – by partnering with Euvic, Ardent benefited from 24/7 IT help desk services at a significantly lower cost compared to its US-based operations, while maintaining a consistently high level of service quality. These savings were primarily driven by lower labor costs in Poland, resulting in approximately a 50% cost reduction versus the US market. This allowed Ardent to optimize operational IT expenses without compromising service availability or
  performance.
• Enabling cloud transformation and long -term cost optimization – Euvic supported Ardent in migrating its IT services to the Microsoft Cloud, contributing to a cost reduction of approximately 30%, including lower capital expenditures, reduced setup and maintenance costs, decreased energy consumption, and improved system resilience without the need for redundant infrastructure. Beyond the migration itself, Euvic’s broad technical expertise enabled Ardent to rapidly develop and implement new digital initiatives, driving further efficiency gains and performance improvements across the organization.
• Immediate and effective IT support during critical business transformation – During the key phase of the merger between Svitzer Salvage and Titan Salvage, Ardent received immediate and comprehensive IT support from Euvic. Leveraging its experience, Euvic successfully executed mailbox and document migration, integrated systems from both companies, and reconnected endpoints across domains. In parallel, it designed and implemented the required IT infrastructure, including local servers and networks, ensuring full business continuity during a highly sensitive transformation period.
• Centralized IT competency center for global operations – Through its responsibility for IT help desk services across all Ardent branches, Euvic became a unified global IT competency center for the organization. This centralized model significantly improved incident resolution speed, simplified IT management, and reduced the operational burden on internal teams. It also enhanced transparency, control, and cost efficiency across global IT operations, ensuring a more scalable and structured support model.

Key numbers_

• ~50% lower IT help desk costs vs. US
• 24/7/365 IT support at reduced cost with maintained service quality
• ~30% reduction in IT costs after cloud migration (Microsoft Azure)

Testimonials_

“Ardent has scaled back its operations since 2020 but we continue to appreciate our cooperation
with Euvic very much and continue to use their services to support our ongoing activities”.

“We needed a stable partner who would provide us with immediate and cost-effective IT help desk
services worldwide. At the same time, we wanted our new partner to be able to support our new
digital business initiatives with its broad competencies, in particular in the area of Microsoft
technologies, and its ability for fast and flexible action. We have found such a partner in Euvic”.

Summary_

All contracted work was carried out in accordance with the agreed project assumptions, diligently and within the agreed timeframe and quality standards.

The Euvic implementation team demonstrated extensive technical skills, experience, and flexibility.