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
