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.
challenge
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
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
outcome
- 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