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CASE STUDY

iQor Takes the First Step Toward “Instant IT” With LogicMonitor

See how iQor reduced alert volume and revenue-generating service impact while building a more proactive approach to IT operations.
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COMPANY iQor
INDUSTRY ‣ Business Services
PRODUCTS ‣ LM Envision
SOLUTIONS ‣ Infrastructure monitoring ‣ Network monitoring ‣ Cloud monitoring ‣ Hybrid observability
SUCCESS BY METRICS ‣ 46% reduction in monthly alerts ‣ 49% reduction in higher-severity incidents ‣ 50% reduction in revenue-generating service impact ‣ 3-minute reduction in average MTTR
iQor

iQor is a global business process outsourcing company that provides customer service, collections, and accounts receivable management for organizations around the world. With 45,000 employees across 10 countries, iQor combines decades of expertise with AI-driven innovation to support customer experiences across the lifecycle.

COMPANY iQor
INDUSTRY ‣ Business Services
PRODUCTS ‣ LM Envision
SOLUTIONS ‣ Infrastructure monitoring ‣ Network monitoring ‣ Cloud monitoring ‣ Hybrid observability
SUCCESS BY METRICS ‣ 46% reduction in monthly alerts ‣ 49% reduction in higher-severity incidents ‣ 50% reduction in revenue-generating service impact ‣ 3-minute reduction in average MTTR
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How iQor reduced alert volume and service impact while building toward a more proactive IT operation

iQor is a global business process outsourcer with operations across 10 countries. Its IT organization supports customer-facing services where an outage can affect iQor, its clients, and the people those clients serve.

As iQor expanded its use of cloud infrastructure and moved workloads from one of its data centers into Amazon Web Services (AWS), the team needed better visibility across a more distributed environment. LogicMonitor became part of that effort, helping iQor identify issues, investigate them with more context, and understand their potential effect on customer-facing services.

Our adoption of LogicMonitor was the first step in the pursuit of instant IT.”

Ryan Ferguson VP of IT Operations, iQor

Keeping Pace With a Changing Environment

iQor was moving away from an entrenched monitoring solution that was no longer keeping pace with its environment. The team needed better visibility into cloud and hybrid infrastructure, along with reporting and data visualization to help IT understand what was happening across the environment.

LogicMonitor gave the team visibility across its changing infrastructure and network, including the ability to trace network paths and investigate issues across multiple sites and circuits.

Measurable Results

In the most recent 12-month period, iQor reported:

  • 46% reduction in monthly alerts
  • 49% reduction in higher-severity incidents
  • 50% reduction in revenue-generating service impact
  • 3-minute reduction in average MTTR

Catching Network Problems Before They Grow

Network operations are one of the clearest examples of how iQor uses LogicMonitor today.

The team receives regular reports on network activity, including short-lived circuit flaps that might otherwise be difficult to identify and investigate. When an event occurs, iQor can document what happened, investigate the underlying cause, and work with carriers or other providers using evidence from its monitoring environment.

“LogicMonitor is the signal detection.”
— Ryan Ferguson, VP of IT Operations, iQor

For iQor, that signal gives the team a starting point before an issue becomes a help desk ticket, customer complaint, or executive escalation.

Measuring What the Business Actually Experiences

iQor is also moving from device-level monitoring toward service-based monitoring, with a focus on understanding the health of the services supported by its infrastructure.

The goal is to help IT distinguish between an individual infrastructure event and an issue that actually affects the service the business is delivering.

Building Toward “Instant IT”

That approach supports Ferguson’s broader vision for the IT organization.

“My North Star for my department is instant IT.”

Ferguson sees AI as a potential next step, using the data and context already available through monitoring to reduce the time between detecting an issue, understanding its cause, and taking action.

For iQor, Edwin AI represents a potential next step in that journey, building on their foundation established with LogicMonitor.

See how iQor uses LogicMonitor to reduce alert volume, limit service impact, and move toward a more proactive IT operation.