INDUSTRY
HVAC Services Provider

SITUATIONA leading regional home services provider wanted to automate their operations using artificial intelligence. To test the waters, the client launched an ambitious pilot utilizing four different AI vendors simultaneously. However, this uncoordinated environment quickly created major operational friction: systems were colliding, data was siloed, and customers were annoyed by overlapping automated texts. Recognizing the risk to their brand and revenue, the company engaged Viato to evaluate the vendors, fix the broken processes, and build a clear, sustainable roadmap for their AI transformation.
SOLUTIONViato stepped in to evaluate the fragmented pilot and architect a unified, high-performing AI strategy based exactly on the client's business needs. Our core deliverables included:● Data-Driven Vendor Evaluation: Built a custom scorecard to evaluate the competing AI vendors against the client's strict functional and financial requirements. This provided a clear path to narrow down the chaotic multi-vendor pilot into a stable, winning technology mix.● Cross-Platform Data Flow Mapping: Mapped out the ideal data architecture and routing rules to stop the different AI systems from colliding and spamming the same customers.● Exception Logic Map: Engineered strict operational rules for the AI. This ensured emergency calls or unsatisfied customers were instantly routed to human agents, and that immutable business rules were never broken by the bot.● Control Tower SOPs: Wrote Standard Operating Procedures (SOPs) for the client’s newly centralized customer service team, helping them transition from manual data entry to successfully auditing and managing the AI ecosystem.● Capacity Data Solutions: Identified inaccurate technician schedules, which was actively breaking the AI’s predictive dispatching logic. Provided actionable recommendations to automate data transfers and establish an accurate baseline.● Change Management & Readiness: After discovery, found a severe lack of trust in the AI among team members. We built a communication action plan to improve transparency and regain buy-in.

IMPACTBy aligning advanced technology with redefined operational processes, Viato successfully bridged the gap between a chaotic pilot and structured, enterprise-grade execution.● Clearer Vendor Strategy: Positioned the company to secure substantial operational savings by identifying the best-fit AI partners to absorb 40% of routine customer inquiries, relieving internal call center strain.● Protected Brand Equity: Established a clear framework for frictionless human-AI hand-offs, ensuring that when the AI reached its limits, customer data transferred seamlessly to live agents focusing on customer-first.● Restored Field Trust: Improved scheduling accuracy by identifying and addressing "bad data" that was previously causing AI booking collisions.

INDUSTRYIT Services and Consulting Company

SITUATIONClient faced several operational challenges, including legacy workflows with manual repetitive tasks leading to operational inefficiencies. Enterprise CRM and work order service management tools were under-utilized and non-standardized KPIs and metrics to monitor the overall health and performance of their business.
SOLUTIONViato engaged with the client to drive transformational operational improvement through a comprehensive approach across people, process, tools, and culture. Viato developed a customized project costing model followed by a phased "crawl, walk, run" implementation approach.
Key focus areas included 1) Business Process Reengineering, which removed non-value-added activities, and increasing automation of their enterprise technology tools; 2) streamlining workforce functions; 3) developing a Project Costing Model to tie fully loaded OpEx costs to key workflow activities for targeted savings; and 4)Enterprise Tools Assessment to effective data flows between systems.
IMPACTThe business was able to improve operational efficiency, utilization of enterprise tools, and right-size the workforce. Viato's expertise in designing and implementing lean solutions to increase business outcomes, operational efficiencies, and organizational performance resulted in >$1M in OpEx savings.

INDUSTRY
National Insurance Provider

SITUATION
Client faced significant operational friction within its Identity and Access Management (IAM) organization. Unsatisfied "Voice of the Customer" sentiment coupled with loose adoption of existing processes, and lack of defined metrics hindered the enterprise’s ability to scale its Secrets Management practices effectively.

SOLUTION
Viato partnered with an IT consulting company and provided Organizational Change Management (OCM) consulting services. This included delivering a comprehensive Transformation Plan designed to bridge procedural gaps and accelerate the adoption of secure, resilient technology. Components of the plan:
● Governance & Center of Excellence (CoE): Developed a robust CoE model to drive enterprise-wide adoption, providing standardized patterns and governance support for secrets management.
● Operational Streamlining: Revised the application onboarding processes eliminating redundant manual reviews, and introducing formal prioritization techniques.
● Strategic Alignment: Established clear Objectives and Key Results (OKRs) tied to enterprise-level goals: Security, Resiliency, and Brand Protection.
● Communications Framework: Implemented an audience-based engagement model with tiered templates for leadership, vertical business units, and technologists to ensure transparency and planning alignment.

IMPACT
The transformation shifted the organization from reactive, manual oversight to a proactive, metrics-driven "Future State".
● 2x Scalability: By automating credential rotation and streamlining onboarding documentation, the client effectively doubled their capacity to handle new intake requests.
● High-Integrity Governance: Launched a centralized Secrets Scorecard to track adoption, usage, and vulnerability metrics in real-time.
● Optimized User Experience: Reduced onboarding time and human error through on-demand training videos and simplified self-service documentation.

The Secrets CoE drives enterprise-wide adoption and operational excellence, enabling secure, resilient, and scalable use of secrets across the organization.