How a $4B Cybersecurity Enterprise Scaled AEM Operations with Zero Outages
Results At-a-Glance
Client Profile
About the Client
A Fortune 500 cybersecurity company with $4B+ in annual revenue, serving enterprise customers across 15+ countries. Their Adobe Experience Manager deployment powers global marketing operations, product documentation, and customer-facing content across multiple languages and regions.
Technology Environment
- Adobe Experience Manager 6.x
- Multi-region deployment (15+ countries)
- Multi-language content operations
- Integration with marketing automation and CRM systems
The Challenge
Operational Bottlenecks
The internal content team was overwhelmed. With only 2 people managing content operations for 15+ countries, publishing requests backed up for weeks. Marketing campaigns launched late because content couldn't be deployed on schedule.
Resource Constraints
Finding qualified AEM talent locally proved nearly impossible. The few candidates available demanded salaries exceeding $180,000, and even then, turnover was high. Each departure meant months of lost productivity during hiring and onboarding.
Quality & Consistency Issues
Without dedicated QA processes, publishing errors reached production regularly. Broken links, missing images, and formatting issues damaged the brand and frustrated stakeholders.
Business Impact
Marketing effectiveness suffered. Campaign launches slipped. The digital team's credibility eroded with each missed deadline and production error.
Our Solution
Phase 1: Team Integration & Process Audit (Months 1-2)
We embedded a dedicated AEM specialist with the client's team — attending standups, using their tools, following their processes. The first priority was understanding existing workflows and identifying quick wins.
Initial improvements included:
- Standardized publishing checklists reducing errors by 60%
- Template creation for common content types
- Documentation of tribal knowledge
Phase 2: SLA Implementation & Standardization (Months 3-6)
With baseline understanding established, we implemented formal SLA commitments:
- <24h response time for all requests
- Same-day handling for urgent requests
- Weekly capacity planning with stakeholders
Process standardization included:
- QA checklist for every publish
- Multi-region deployment protocols
- Escalation procedures for complex requests
Phase 3: Continuous Partnership & Scaling (Year 1+)
As trust built, scope expanded:
- Team grew from 1 to 3 dedicated specialists
- Added development capacity for custom components
- Expanded to support additional country launches
Results & Impact
Quantitative Results
- ✓2,000+ hours delivered in 2025
- ✓847 publishes processed in 2025
- ✓<24h SLA maintained consistently
- ✓Zero critical outages since 2014
- ✓99.8% first-time publish success rate
Qualitative Benefits
- ✓Marketing campaigns launch on schedule
- ✓Internal team freed for strategic work
- ✓Stakeholder confidence restored
- ✓Scalable capacity for country expansion
- ✓Knowledge continuity despite personnel changes
Key Takeaways
Dedicated beats ad-hoc
Specialists who know your systems deliver faster, higher-quality work than rotating contractors
Process enables scale
Standardized workflows let us handle 5x more volume without proportional team growth
SLAs build trust
Clear commitments and consistent delivery transformed a vendor relationship into a partnership
Continuity matters
Partnership since 2014 means deep institutional knowledge that no new hire can match
Cost savings are real
Enterprise-grade expertise at 40-60% less than US-based alternatives