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A growing software company offering sales engagement solutions was gaining momentum across mid-market and enterprise clients. Its platform, focused on outbound calling, CRM integration, automated sequencing, and performance tracking, served sales teams in sectors such as financial services, professional services, and technology.
As the business matured, it expanded beyond pure software delivery. Clients increasingly expected onboarding support, performance optimization, and a managed experience. The company’s operations team needed better visibility, stronger governance, and the ability to maintain consistent service quality as client volume increased.
The company had already established its infrastructure on IBM Cloud, running its application workloads entirely on virtual machines. However, as demand grew, managing performance, release cycles, and client-facing reliability required a more structured approach.
To address these needs, the company partnered with GlassHouse Systems.
GHS worked alongside the internal team to implement monitoring and telemetry across all core virtual machine environments. This gave operations staff real-time visibility into API responsiveness, dialing throughput, and CRM synchronization health. Teams could now identify performance issues early and respond before they escalated to client impact.
GHS also helped formalize deployment processes, introducing staging environments and version controls that aligned with production configurations. This reduced incidents during updates and supported a more predictable release cadence.
At the service layer, GHS supported the development of health metrics and success criteria tied to customer outcomes. Account and support teams began operating with a shared framework, which improved client onboarding and strengthened overall service consistency.
With IBM Cloud as the infrastructure foundation and GHS providing operational support, the company scaled with confidence. It met enterprise expectations for service reliability and accountability while preserving the agility that fueled its early success.