Boosting Global Operations and User Satisfaction for Leading Hi-Tech Client with Advanced Support and Efficiency Solutions

Summary:

‍A leading hi-tech client was looking for a custom next generation forecasting application that would allow sellers to view their opportunity pipeline and integrate forecasts with financial data. The client required the application to include features that provide real-time updates on bookings and opportunity pipelines.

Challenges:

Lack of Production Support Team

No dedicated production support team was in place for the Next-Generation Forecasting (NGF) application.

Need for Round-the-Clock Support

Required continuous support to cater to the client’sworldwide sales team.

Minimal Turnaround Time for Critical Issues

Essential to address issues with minimal turnaround timedue to the critical nature of the application.

Redundant Booking and Opportunity Pipeline Systems

Existing systems for bookings and opportunity pipelines were redundant and inefficient.

Objectives:

·       Primary Goal- Develop a next-gen application for real-time forecasting and financial integration.

·      Secondary Goal- Provide 24/7 support and streamline redundant systems for better efficiency.

Suggested Solution:

We set up a 24/7 support team by identifying key resources, providing essential incident management training, and guiding them through the entire process flow. This ensured that the support team was well-prepared to handle any issues promptly and efficiently.

We also provided awareness and training on application lifecycle management software, including training scrum masters across multiple tracks to ensure a seamless and continuous delivery process.

Our solution included enabling continuous monitoring and alerts on jobs that pulled the latest bookings and pipeline numbers, ensuring that the forecasting data remained accurate and up to date.

Additionally, we adhered to the agreed SLA, guaranteeing that all tickets were resolved in a timely manner and continuous support was maintained. This approach helped in maintaining high service levels and ensuring operational efficiency.

Outcome:

·      Increased User Satisfaction: Achieved through the prompt and effective resolution of issues, leading to amore positive user experience and enhanced confidence in the support system.

·      Global Delivery Model: Implemented to optimize operations and reduce costs, leveraging a worldwide network of resources to provide efficient and cost-effective solutions.

·      Knowledge Management System: Utilized to manage case trending, track data lineage, and document processes, ensuring better handling of recurring issues and maintaining a comprehensive knowledge base.

·      Quick Win Deployments: Focused on addressing long-standing issues with rapid deployments, delivering faster turnaround times and permanent fixes to improve overall system performance and user satisfaction.

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