One of the leading fast fashion retailer in US

Business Challenge / Driver

Sports & Fashion Brand

Description

  • SFCC application support partner for US market with optimized and predictable operation cost.
  • SFCC support model with minimal risk and lesser day to day operational ownership.

Scope of Work

  • Monitoring
  • Proactively Batch job and logs monitoring
  • Applications monitoring
  • L2 Support
  • Incident Management, Service Requests
  • Regression testing for new releases from L3 team
  • Apply configuration and data fix
  • Route any defects / enhancements (code related) to L3 team
  • Coordination with 3rd Parties
  • Proactively identify productivity improvement ideas
  • L3 Support
  • Permanent fix for recurring issues
  • Automation of repetitive service request.
  • Code fixes for incidents
  • Minor Enhancements

Support Coverage : 17*5 (on desk) and 24*7 (on call)

Solution/ Approach

Application Support:

  • Extended team to support in shifts to cover 17 X 5 schedule
  • On call support for P1 during off business hours
  • Coordination with third party vendors on their defects for smooth customer experience
  • Coordination with SFCC for platform defects
  • Focus on ticket reduction and turn around time from day one

Benefits Delivered

  • Ticket count reduction by 60% using automation, root cause elimination and simplifying process
  • Cost benefit achieved by having a 100% offshore staffing
  • Working in shifts ensured extended support coverage
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