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| Case Study |
| Cost effective, reliable and 24/7 application maintenance and support services |
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Globalcase focuses its resources in managing customer IT applications helping customer to focus on its core business.
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| Business Challenge |
The customer had just launched a new
frequent flyer system to the market. The investment for the
new product was huge. The ROI (Return on Investment) was very much dependent on availability and stability of the application
system. It was a complex application system in terms of its internal business modeling as well as integration to various
external systems.
The customer was looking for some one with in depth business knowledge, technical expertise and required number of resources to
support the complete application system.
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| How Globalcase Helped |
The customer turned to Globalcase to provide the support and maintenance solution. Globalcase had adequate business
knowledge and technical expertise as it was involved in developing
this application system. Its offshore solution helped
in providing a cost-effective solution.
Globalcase built two teams, one team was available at onsite and the other team was available at offshore. The composition
of the team was 30%/70% for onsite and offshore respectively. It defined the complete support area into two support activities,
corrective maintenance and adoptive maintenance. The corrective maintenance involves giving quick fixes / work-around to the
production problem. Adoptive maintenance involves upgrading the system with new / additional requirements. It laid out the processes
and service level agreements (SLA) in consultation with the customer.
It used the existing helpdesk process and call tracking tools to receive and track corrective maintenance calls. The help
desk would transfer the calls to the first call support. The first call support could be Globalcase onsite resource or offshore
resource. The onsite team supports during the daytime (USA CT) and offshore supports during night time, which is day time in India.
It would follow the process and SLA guidelines in resolving the problem or providing the work around.
Globalcase built a MS Access based tool to track all adoptive maintenance requests. It would evaluate each of the
requests based on urgency, impact and prioritize the requests in consultation with business users. It would make the necessary
changes, test the changes and finally implement the solution in production.
Globalcase was responsible for version controlling, data modeling, data conversion or migration, source code migration across
different stage areas, coordinating with other groups.
Globalcase implemented a root cause analysis process. It helped in finding root causes of the problems and applying permanent
fixes. It also implemented a preventive process to take corrective action before the problem actually happens. These measures
helped in reducing the number of problem reports and making the system more stable. As the system became more stable, Globalcase
started reducing its onsite strength and taking more work to offshore. At present the onsite is running with one resource only, primarily
to coordinate between onsite and offshore. All these measures helped the customer in reducing its over all maintenance
cost.
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| Value Delivered |
a) Bringing experience and expertise to support and maintain application systems.
b) Making the system stable and available 24 * 7 hrs, the system has been awarded as one of the best incentive systems.
c) Cost effective onsite-offshore 24 * 7 hrs support.
d) Implementing measures for continuous improvement and reducing the over all cost.
e) Taking ownership of the application and helping customer to focus on other key business areas.
f) Knowledge retention.
g) No night shift for customer resources.
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