SFCC Application Support With Optimized Operation Cost & Lesser Risk

SFCC Application Support With Optimized Operation Cost & Lesser Risk

One of the leading fast fashion retailer in US

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.



  • 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)


  • 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


  • 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