Business Challenge / Driver
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