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Application Support on Oracle for a Global Product Company

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  • Application Support on Oracle for a Global Product Company

Need

  • Provide L2, L3 application support on their warehouse management platform
  • Transition from an existing vendor

Solution

  • Deployed a team with domain knowledge of the logistics domain
  • Drew a detailed transition plan with clear milestones and dependencies
  • Set up processes and tools to manage the support
  • Agreed on SLAs and continuous improvement plan
  • Also agreed on some transformation initiatives to be carried out while performing support and maintenance

Outcome

  • Meeting SLAs month on month
  • Reduced critical incidents by close to 50%
  • Reduced total number of tickets by 25% over 12 months
  • Improved CSAT scores from 7/10 to 8.4/10
  • Cost reduced by 25% over the previous contract

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