Need
- Provide L2 application support on Oracle products for Clinical Studies
- Support on 7 products – Inform, ICDS, OCEAN, Publisher, IVRS, LNMT, UMT
Solution
- Transition was done in 4 weeks on the products
- Estimated a team of 6 persons who were cross-skilled across the 7 products.
- SOPs set up from managing L2 support including co-ordination with L1 and L3 teams
- ITIL Compliant processes established and team is ITIL certified as well
- Established SLAs required for support
Outcome
- CSAT Scores were consistent and had a score of ~ 8.2 /10 on an average for the scores received for the last 4 quarters.
- Meeting SLAs month on month
- Improved Average Resolution Time for all the functional Areas over the months because of Process and Domain Knowledge gained
- Month on month backlog of incidents reduced by 50%
