Non-profit

Workforce Solutions

Adapting to Client Needs: From Staff Augmentation to Application Support and Managed Services

Challenge

Following the successful completion of an IT Operations Assessment for a national non-profit, Silver Tree was selected to replace its managed services provider. At the same time, the client faced budget pressures and staffing reductions, requiring an immediate, flexible solution to support key enterprise applications, including Salesforce, Workday, NetSuite, and Office 365.

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What began as an infrastructure managed services engagement quickly grew to include client application services which included overall administration, enhancements, end user support and training, and management of applications performance. The client needed a partner who could fill immediate gaps and adapt alongside its growing needs.

Industry

Non-Profit

Company Size

Midmarket

Service/Solution

Applications and SaaS and Workforce Solutions

Engagement Model

Staff Augmentation and Managed Services

$1M In annual savings achieved through a 30-day transition to managed services

100% Of SLAs met or exceeded over five years

80% increase in CSAT score, rising from 2.5 to 4.5

Why Silver Tree

Silver Tree had already earned the client’s trust through its delivery of a successful IT operations assessment. Through a competitive RFP process, Silver Tree took over the organization’s managed services, which included infrastructure, digital workspace, and security.

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Building on that trust, the client turned to Silver Tree to support and eventually manage its core applications. Silver Tree’s reputation for sourcing specialized talent, scaling high-performing teams, and delivering flexible service models made it the ideal partner.

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A key differentiator was Silver Tree’s Vigilance. The platform’s ability to eventually integrate Salesforce, Workday, NetSuite, and Office 365 into a centralized ITSM system was of great interest to the client.

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“Silver Tree gave us the ability to pivot quickly, scale intelligently, and maintain continuity during a time when our business needs were shifting rapidly. We were able to gain control over our environment, modernize application, and redirect funding toward strategic initiatives”

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Actions Taken

Within 30 days, Silver Tree swiftly executed the seamless transition to its managed services. Application support services were layered in through trusted partner resources and integrated under Silver Tree’s broader managed services model.

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Key actions included:

Provisioned application support talent, integrating resources into the broader service model
Replaced Zendesk with Silver Tree’s Vigilance platform, powered by ServiceNow
Integrated Workday for employee data and consolidated all core business applications under the ITSM platform for centralized tracking and reporting
Introduced proactive SLA monitoring and executive-level performance reporting
Streamlined IT operations and business workflows into a single, unified system
Delivered transparency into system performance and team productivity that was previously unavailable
Improved service visibility and automation across the enterprise

Non-Profit