As the cloud footprint expands, businesses face challenges such as cost overruns, resource wastage, and misaligned investments. Cloud Financial Operations (Cloud FinOps) provides a critical framework for addressing these challenges, enabling organisations to maximise the value of their cloud investments by focusing on visibility, optimisation, and collaboration.

What Is Cloud FinOps?

1. Visibility: Providing real-time insights into cloud usage and costs.
2. Optimisation: Refining resource allocation to eliminate waste.
3. Collaboration: Aligning technology, finance, and business teams for informed decision-making.

A study by Gartner estimates that organisations without proactive cloud cost optimisation strategies overspend by 20% to 50% on their cloud budgets.

Why Cloud FinOps Matters

• Cost Transparency: Organisations need a clear view of where their cloud dollars are going.
• Proactive Management: By identifying cost spikes early, businesses can avoid unexpected financial strain.
• Business Value: Aligning costs with outcomes ensures every dollar contributes to measurable growth.

Oreta’s Approach to Cloud FinOps

1. Establishing Visibility: Using advanced tools, we provide real-time dashboards, detailed cost breakdowns, and trend analysis. These insights empower organisations to make data-driven decisions.
2. Driving Optimisation: Our experts identify cost-saving opportunities through:
   • Rightsizing resources.
   • Automating scaling policies.
   • Implementing reserved instances or savings plans.
   • Eliminating unused assets.

According to AWS, businesses adopting these practices can save up to 40% on compute costs.

3. Enabling Collaboration: Cloud FinOps thrives on collaboration. Oreta bridges gaps between IT, finance, and business units, fostering alignment through training and shared goals.
4. Continuous Improvement: With the dynamic nature of cloud environments, Oreta provides ongoing support to adapt to changing workloads, pricing structures, and priorities.

A Timely Investment: Cloud FinOps Post-Migration

Why Choose Oreta?

• Skilled consultants with proven cost optimisation experience.
• Frameworks to accelerate FinOps adoption.
• Tailored solutions that align with your business needs.

Partner with Oreta to turn cloud complexity into clarity, enabling your organisation to thrive in the digital age. Contact us today to learn more!

References

1. Gartner. Optimising Cloud Costs: Strategies for Success. https://www.gartner.com/en/information-technology
2. Mckinsey Digital. The FinOps way: How to avoid the pitfalls to realizing cloud’s value.
   https://www.mckinsey.com/capabilities/mckinsey-digital/our-insights/the-finops-way-how-to-avoid-the-pitfalls-to-realizing-clouds-value
3. AWS. Cloud Cost Optimisation Best Practices.
   https://aws.amazon.com/aws-cost-management/cost-optimization/

This detailed overview breaks down the key updates, enabling customers and partners to make informed decisions about their Microsoft investments.

1. Shift from EA to CSP or MCA-E for Simple Cloud Customers

Effective 1 April 2025, simple cloud-only Enterprise Agreement (EA) customers in direct markets will no longer be able to renew their EAs. These customers will need to transition to:

• CSP (Cloud Solution Provider): For those seeking a value-added experience with partner support.
• MCA-E (Microsoft Customer Agreement for Enterprise): For organisations preferring direct management of per-user purchases without partner involvement.

Microsoft will notify impacted customers beginning January 2025, ensuring adequate time to adapt to the new model.

2. 5% Price Uplift for Monthly Billing on Annual Subscriptions

• Customers renewing before this date can lock in current pricing for the next term.
• Organisations are encouraged to switch to annual billing (upfront payment) at renewal to avoid this uplift.

This standardisation promotes clarity and consistency across Microsoft’s billing structure.

3. Flexible Billing for Microsoft 365 Copilot

As of 1 December 2024, customers can opt for monthly billing for Microsoft 365 Copilot’s annual term subscriptions, including:

• Microsoft 365 Copilot
• Microsoft 365 Copilot for Sales
• Microsoft 365 Copilot for Service

Monthly billing will cost 5% more than annual upfront payments, offering flexibility while maintaining subscription commitments.

4. Unbundling Teams from Microsoft 365 and Office 365 Enterprise Suites

• Customers can renew existing subscriptions and adjust billing frequency.
• New offerings will exclude Teams, allowing customers to purchase Teams Phone separately for $10 per user/month.

This transition simplifies package choices and aligns with the evolving demands of modern workplaces.

5. Power BI Pricing Adjustments

From 1 April 2025, the pricing for Power BI subscriptions will change:

• Power BI Pro: $14 per user/month
• Power BI Premium: $24 per user/month

Monthly billing for annual subscriptions will include the 5% price uplift, reflecting the enhanced capabilities of these tools.

6. AI and Microsoft 365 E5 Promotion

• Applicable to eligible customers with 1–2,400 licenses.
• Offer available globally from 1 January 2025 to 30 June 2025.

This promotion encourages adoption of advanced productivity, compliance, and analytics tools, positioning organisations for growth in the AI era.

7. Teams Phone Pricing Updates

For the first time since its introduction, the annual pricing for Teams Phone will be updated from 1 April 2025:

• Teams Phone Standard: $10 per user/month ($120 per user/year)
• Additional packages with calling plans will range from $144–$408 per user/year.

Monthly billing options will incur the standard 5% uplift, ensuring transparency in pricing.

Supporting Partners to Drive Customer Success

These updates reflect Microsoft’s dedication to innovation, customer choice, and partner empowerment. As we navigate these updates together, Microsoft remains committed to empowering businesses and partners alike. Change can be challenging, but it’s also an opportunity—an opportunity to embrace flexibility, innovate with confidence, and create lasting impact.

Let Oreta guide you through these changes, streamline your cloud investments, and unlock the full potential of your Microsoft solutions. Contact our team today to discover tailored strategies for your business success.

Understanding the Modern Workplace

Key Features of a Modern Workplace:

• Flexible Work Models: Support for remote work, hybrid offices, and flexible scheduling.
• Advanced Technology: Cloud computing, collaboration tools, and secure remote access to resources.
• Well-being Focus: Spaces and policies that promote employee health, well-being, and productivity.
• Enhanced Collaboration: Tools and spaces that encourage communication and teamwork.

Modern workplaces are not just a trend; they are a response to the changing needs of businesses and employees. In fact, companies that offer remote or hybrid work options are seeing a 25% reduction in employee turnover compared to those that do not, according to a recent study by Gallup. They also report a 17% increase in productivity, as flexible work models better accommodate employees’ personal and professional lives.

Why Your Business Needs a Modern Workspace

• Boosted Productivity: A flexible workspace tailored to employees’ needs leads to increased focus and efficiency. According to a study by Stanford University, remote workers are 13% more productive compared to their office-based counterparts.
• Attracting Top Talent: Offering flexible work options and a modern environment appeals to today’s job seekers, especially those who value work-life balance. In fact, 70% of employees say flexible work options are a top factor when choosing their next job.
• Cost Savings: Moving to cloud-based tools and adopting remote work policies can reduce costs associated with physical office space and IT infrastructure. Businesses report savings of up to 30% in overhead costs by transitioning to cloud solutions and remote work setups.
• Improved Collaboration: Advanced communication tools allow for seamless interaction, whether your team is on-site or working remotely.

Essential Components of a Modern Workplace

To build a modern workplace, businesses need to focus on three primary components: technology, flexible work environments, and employee well-being.

The Foundation of Modern Workplaces: Technology
The backbone of any modern workplace is technology that supports remote work, collaboration, and secure data management. Microsoft technologies provide a suite of tools that enable businesses to operate efficiently in a flexible environment.

Key Microsoft Solutions:

• Microsoft 365: This all-in-one suite includes productivity tools such as Word, Excel, and PowerPoint, as well as Outlook for email management. With OneDrive and SharePoint, employees can store, share, and collaborate on documents in real-time, regardless of their location.
• Microsoft Teams: An essential tool for modern workplaces, Teams serves as a centralised platform for chat, video meetings, and collaboration. Integrated with Microsoft 365, it enables seamless communication, making it easier to hold virtual meetings, manage projects, and share files.
• Microsoft Intune: Managing devices and data security is crucial, especially for remote workers. Microsoft Intune allows businesses to securely manage mobile devices, laptops, and applications. It enables IT administrators to enforce security policies, ensure compliance, and remotely wipe data if necessary.
• Azure Cloud Services: Microsoft Azure offers a secure cloud-based infrastructure, supporting virtual desktops and remote access. This is essential for businesses that need to provide employees with access to applications and data without relying on physical office servers.

These technologies ensure that employees have the tools they need to work productively, whether in the office, at home, or anywhere in between. By centralising communication and collaboration, businesses can reduce delays, improve decision-making, and maintain operational continuity.

Security and Well-being in the Modern Workplace

Employee well-being is at the core of the modern workplace. Businesses are designing workspaces and adopting policies that support mental and physical health. For instance, offering flexible work schedules, providing ergonomic office setups, and fostering a culture of work-life balance are crucial elements. Microsoft 365 includes tools that support well-being, such as “MyAnalytics,” which provides insights into work patterns, helping employees identify opportunities for breaks and focused work time. According to a survey by Deloitte, businesses that prioritise employee well-being see a 56% increase in employee satisfaction and a 27% reduction in absenteeism.

Getting Started: How Oreta Can Help

At Oreta, we specialise in helping businesses in Australia navigate the transition to a modern workplace using Microsoft technologies. Our services include:

• Workplace Assessment: We evaluate your current workspace setup, business needs, and employee work styles to create a tailored plan for your modern workplace transformation.
• Microsoft 365, Teams, and Intune Implementation: We set up and configure Microsoft 365 and Teams to suit your business operations, ensuring seamless integration and user adoption.
• Cloud Migration: We assist in assessing and migrating your business infrastructure to the Microsoft Azure cloud, providing secure and scalable solutions that support remote and hybrid work models.
• Security Solutions: Oreta offers comprehensive security solutions to safeguard your data, including setting up Azure’s security features to protect against cyber threats.

Conclusion

A modern workplace is essential for businesses aiming to stay competitive, attract top talent, and foster innovation. It goes beyond just using new technology; it involves creating a flexible, collaborative, and employee-centric work environment. Microsoft technologies, particularly Microsoft 365, Teams, Intune, and Azure, provide the necessary tools to build such a workplace.

Oreta is here to guide your business through this transformation, leveraging Microsoft’s solutions to create a workspace that meets the demands of today’s workforce and business landscape. If you’re ready to take the next step in modernising your workplace, get in touch with us to explore how we can help.

1. Gallup. (2023). “The State of the Global Workplace.” https://www.gallup.com/workplace/229424/employee-engagement.aspx
2. Gallup. (2023). “Remote Work and its Impact on Productivity.” https://www.gallup.com/workplace/356801/remote-work-impact-productivity.aspx
3. Nicholas Bloom. (2020). “How Working from Home Work Out.” Stanford University. https://siepr.stanford.edu/research/publications/how-working-home-works-out
4. Buffer. (2023). “State of Remote Work Report.” https://buffer.com/state-of-remote-work
5. Microsoft. (2024). “Microsoft 365 Overview.” https://www.microsoft.com/en-au/microsoft-365
6. Microsoft. (2024). “Microsoft Teams Features.” https://www.microsoft.com/en-au/microsoft-teams
7. Microsoft. (2024). “Microsoft Intune for Business.” https://learn.microsoft.com/en-us/mem/intune
8. Microsoft. (2024). “Azure Cloud Services.” https://azure.microsoft.com/en-au/services
9. Cybersecurity Ventures. (2024). “Ensuring Secure Remote Work.” https://www.cybersecurityventures.com/remote-work-security
10. Microsoft. (2024). “MyAnalytics in Microsoft 365.” https://www.microsoft.com/en-us/microsoft-365/mya
11. Deloitte. (2023). “Employee Well-being and Organisational Success.” https://www.deloitte.com/global/en/issues/work.html

Practical Case Study Example of Utilising Azure OpenAI

As discussed in our previous blogs, Azure OpenAI offers a suite of advanced AI tools that can revolutionise business operations. This case study focuses on a real-world application developed by Oreta’s Data Engineering and AI Team, where Azure OpenAI was utilised to elevate internal service processes. By exploring Oreta’s journey in employing Azure AI tools to solve business challenges, we aim to highlight the positive impact of AI in boosting customer satisfaction, reducing operational costs, and enhancing employee productivity.

The Challenge: Streamlining the Volume of Customer Service Tickets Due to Exponential Growth
Customer service is the backbone of any successful Managed Service Provider (MSP), and Oreta is no exception. Providing timely and adequate responses to customer inquiries can significantly impact customer satisfaction and retention rates. However, with a continuously growing customer base, Oreta recognised the need to streamline customer service operations to better manage the increasing volume of service tickets.

The Scope of the Opportunity
With a growing customer base, the company experienced a surge in customer service tickets. This presented an excellent opportunity to investigate potential improvements in Oreta’s service ticketing processes and deliver an even better customer experience.

The key objectives included:

1. Response Time: Ensuring swift responses to customer inquiries to maintain high satisfaction levels.
2. Service Quality: Consistently delivering high-quality service across all customer interactions.
3. Customer Satisfaction: Customer advocacy by providing exceptional support.
4. Operational Efficiency: Managing help desk resources effectively without significantly increasing costs.

The Solution: Leveraging Azure OpenAI for Enhanced Ticket Resolution

Key Technologies Utilised in This Solution

1. Azure AI Studio ChatGPT-4 Model: Provides advanced natural language understanding and generation capabilities, enabling the system to interpret and respond to customer queries accurately.
2. Azure AI Search: Facilitates efficient querying and retrieval of relevant information from a vast database of over 60,000 service tickets.
3. Azure AI Chatbot Service: Enhances customer interaction by providing real-time, conversational responses based on the processed data.
4. Azure OpenAI Studio: Utilised for developing and deploying the AI models and integrating them into the existing system.
5. ConnectWise: The service ticketing system where all customer service tickets are managed.
6. GlanceX: The frontend interface that users interact with to access the system.

Here is how we did it:

Data Collection and Processing

1. ConnectWise API Integration: We used the ConnectWise API to collect service ticket data, including ticket details, resolution times, and customer interactions.
2. Azure Functions: We employed Azure Functions to process the collected ticket data in real-time, ensuring it was properly formatted and stored in the ConnectWise SQL database.

Data Storage and Access

3. ConnectWise SQL Database: The processed ticket data was stored in the ConnectWise SQL database, providing a central repository for efficient data management and retrieval.
4. Azure AI Search Services: To facilitate quick and accurate data retrieval, we utilised Azure AI Search Services. This service enabled us to efficiently query the vast database of over 60,000 service tickets.

AI-Driven Insights and Frontend Integration

5. Azure AI Studio and GPT-4 Model: We developed AI models using Azure AI Studio, leveraging the capabilities of the ChatGPT-4 model. These models analysed the ticket data to provide intelligent insights and suggested responses for customer service agents.
6. GlanceX Frontend: Finally, we integrated the processed and analysed data into our GlanceX frontend. This user-friendly interface allowed our agents to access AI-driven insights and ticket information easily, enhancing their ability to respond to customer inquiries promptly and accurately.

The Journey to Transformation: A Detailed Exploration

Recognising the potential impact on customer satisfaction and retention, Oreta’s leadership team decided it was time to overhaul their service ticket management system. They needed a solution that could not only handle the current volume but also scale effortlessly as the customer base continued to grow.

Strategising the Transformation
The decision to leverage Azure OpenAI was not made overnight. It was the result of meticulous planning and evaluation of various AI and machine learning platforms. Azure OpenAI stood out for its robust capabilities and seamless integration with existing systems. The primary goal was clear: automate the ticket resolution process to ensure timely and accurate responses, thereby enhancing customer satisfaction and operational efficiency.

Step 1: Integrating ConnectWise API
The first step was to streamline the data collection process. ConnectWise, being the backbone of Oreta’s service ticketing system, held a wealth of information that needed to be harnessed effectively. By integrating the ConnectWise API, the team could extract comprehensive ticket data, including details, resolution times, and customer interactions. This integration was crucial for creating a reliable dataset that would feed into the AI models.

Step 2: Real-Time Data Processing with Azure Functions
Once the data was collected, the next challenge was to process it in real-time. Azure Functions proved to be the ideal tool for this task. These serverless functions enabled the team to process incoming data streams instantly, ensuring that the information was always up-to-date and correctly formatted for storage. Real-time processing was vital for maintaining the accuracy and reliability of the ticket data, which in turn would influence the effectiveness of the AI models.

Step 3: Centralised Data Management with ConnectWise SQL Database
Processed data needed a home – a central repository where it could be efficiently managed and retrieved. The ConnectWise SQL database served this purpose perfectly. By storing the data in a structured format, the team ensured that it was easily accessible for querying and analysis. This centralised approach not only streamlined data management but also set the stage for advanced AI-driven insights.

Step 4: Leveraging Azure AI Search Services
With a database of over 60,000 service tickets, efficient data retrieval was a top priority. Azure AI Search Services came to the rescue by enabling quick and precise querying of the vast dataset. This service allowed the team to extract relevant information swiftly, which was essential for real-time AI-driven decision-making.

Step 5: Building AI Models with Azure AI Studio and GPT-4
The heart of the solution lay in the AI models developed using Azure AI Studio and the ChatGPT-4 model. These models were designed to analyse the ticket data, uncovering patterns and insights that would be invaluable for improving service processes. The GPT-4 model, known for its advanced natural language understanding and generation capabilities, played a crucial role in interpreting customer queries and generating accurate responses.

Step 6: Enhancing Customer Interaction with Azure AI Chatbot Service
To further enhance the customer experience, the team integrated the Azure AI Chatbot Service. This chatbot was designed to provide real-time, conversational responses based on the processed data. By interacting with customers in a natural and engaging manner, the chatbot not only improved response times but also added a layer of personalisation to the support process.

Step 7: Creating a User-Friendly Interface with GlanceX
Finally, all these components were brought together in the GlanceX frontend. This intuitive interface allowed customer service agents to access AI-driven insights and ticket information effortlessly. The user-friendly design of GlanceX ensured that agents could navigate the system with ease, enabling them to respond to customer inquiries promptly and accurately.

Increased Customer Satisfaction: Winning Hearts and Loyalty
Speed and accuracy in responding to customer inquiries are critical factors in determining customer satisfaction. With the enhanced system, Oreta was able to provide faster and more precise responses to customer ticket queries which led to a significant increase in customer satisfaction scores. Satisfied customers are more likely to remain loyal, and this positive feedback cycle contributed to higher retention rates.

Cost Savings: Optimising Resources and Reducing Overheads
Implementing an AI-driven solution can potentially bring a substantial cost savings. By optimising existing resources and reducing the need for additional agents, Oreta can potentially achieve up to 35% decrease in operational costs. The ability to handle a higher volume of tickets without significantly increasing the workforce translated into direct savings and improved profitability.

Enhanced Agent Productivity: Empowering the Workforce
Another key benefit was the boost in agent productivity. By automating routine tasks and providing AI-driven insights, the system alleviated the workload on customer service agents. This allowed them to focus on more complex issues and deliver higher-quality service. The result was a substantial increase in agent productivity, making the support team more efficient and effective.

Conclusion: The Transformative Power of Azure OpenAI

The future is now. With Azure OpenAI, businesses can harness the full potential of artificial intelligence to drive their success. Explore how Azure OpenAI can revolutionise your business today.

Are you ready to transform your business with AI? Do not wait any longer. Start exploring the possibilities with Azure OpenAI and take your customer service to the next level. Whether you are looking to reduce response times, improve customer satisfaction, or optimise operational costs, Azure OpenAI has the tools you need to succeed. Contact us today to learn more about how we can help you integrate Azure OpenAI into your business processes and achieve remarkable results.

Final Thoughts: Embracing the Future