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From Delays to Dependability: FHI transforms its Enterprise Support model with DCG

How a Global Nonprofit Strengthened Microsoft Support with ‘Quality and Responsiveness’

About Company

Family Health International (FHI) is a global non-profit organization that mobilizes research, resources, and relationships so that people everywhere can access the opportunities they need to lead full, healthy lives. To help their members deliver the highest quality of research and resources to their community, they needed an affordable and effective option for Microsoft Support.

Business Overview

FHI relies heavily on Microsoft technologies to deliver research and operational support to patients and healthcare professionals worldwide. However, when their direct Microsoft support experience fell short, it resulted in slow resolutions, inconsistent service, and limited flexibility. They needed a more reliable and cost-effective alternative. That’s when they turned to DCG.

Business Challenge

FHI’s reliance on direct Microsoft Unified Support created roadblocks:

  • Delayed Resolutions → Delays between ticket submission and actual fixes.
  • Inconsistent Service → No dedicated team or consistent engagement.
  • Escalation Issues → Bottlenecks when issues required Microsoft’s attention.
  • Rigid Contracts → Hours couldn’t be flexed for projects or proactive services.
  • Lacking Stewardship → Lack of strategic guidance and future-proofing support.

Technology & Approach

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How DCG Powered Recovery

DCG stepped in as FHI’s Microsoft support partner, delivering personalized service and measurable improvements.

Critical Implementation Milestones

  • Proactive Support Team → A CSAM and dedicated engineers familiar with FHI’s environment.
  • Architectural Guidance → Across global scale networking, security and cost optimization
  • Efficient Escalations → Only escalated to Microsoft when truly required, saving time and effort.
  • Faster Care → Focused on time-to-resolution, not just time-to-respond.
  • Flexible Contracts → Allowed use of hours for projects, proactive services, and rollovers.

Strategic Wins

  • Rapid Resolutions → Faster, more reliable support across all Microsoft systems.
  • Proactive Guidance → Prevented recurring issues with consistent counsel.
  • Better Performance → Guaranteed uptime, reduced costs, and improved operational visibility
  • Flexible Hours → Eliminated wasted support costs by rolling over and reallocating hours.
  • Broader Adoption → Additional FHI business units expanded their use of DCG Advanced Support.

Testimonial

“By working with DCG to support their Microsoft products and services, FHI has experienced a dramatic improvement in the quality and responsiveness of their Microsoft Support. This has driven additional business units within FHI to begin utilizing DCG’s Advanced Support for their Microsoft products and services.”

Tom Maloney

Director Infrastructure & Operations, FHI

Key Benefits

Personalized Support

A team that knows FHI’s systems and needs.

Operational Momentum

Faster cures, clearer escalation paths.

Cost Value

Added value from contract hours, reducing reliance on Microsoft directly.

Growing Partnership

A support model that grows with FHI’s mission.

Executive Confidence

Leadership gained trust in DCG's engineer-led support model.

Wondering whether to replace Unified Support with a partner that delivers faster response, deeper expertise, and support aligned to your business?

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Kansas City, MO 64151
(844) 567-2590

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Kansas City, MO 64151

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