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%