Redesigned application and support system overcome multiple process challenges that were causing costly delivery delays and widespread dissatisfaction.
Client
A leading global standards organization
Goal
Improve coordination across teams, reduce delivery delays, and streamline support processes for global users.
Tools and Technologies
.NET Core, Vue.JS, Python, Docker, Kubernetes, Azure, Angular, Cosmos DB, MS SQL Server, PowerBI, Redis, Azure Functions, Azure Data Factory, Azure App Service, Spring Boot, Java
Business Challenge
The IT ecosystem was spread across multiple vendors and in-house teams, creating significant coordination overheads and challenges. These issues led to member organizations expressing dissatisfaction due to delivery delays and high turnaround times on incidents and problems.
The teams also had to support users across various geographies and time zones, further complicating operations. A lack of standardized customer service processes and knowledge base documentation also hindered issue resolution. Additionally, the teams struggled with awareness of client-specific standards and applications, while needing to handle ad hoc requests and support teams with customer service-specific projects.
Solution
- Three-week discovery phase and six-month transition plan covering 10+ applications, 24/7 Level 2 support, and infra support
- Established service and operations management processes, including governance, tools, and KPIs for agile and ITIL processes
- Set up and maintained Freshdesk ticketing system to manage user requests
- Created detailed SOPs and canned messages in Freshdesk for BAU tracking
- SLA collaboration - worked with L3 team to define resolution SLAs for critical tickets
- Created weekly and monthly reports to track requests, issues, and risks
- Set up a standard process with client to handle access-related requests
Outcomes
- Zero downtime deployments
- Faster on-boarding of member organizations
- Continuous reductions in infra costs on quarter-to-quarter basis
- 100% response and resolution SLA that led to 100% customer satisfaction
- Timely access to all applications for business users
- A one-stop shop via Freshdesk for all ticket information and data for all stakeholders
- Expertise on global standards enables ideas and suggestions to optimize the process for continuous improvement
