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