Of late, the client admitted to dealing with business-critical applications that were complex and required a specific skill set to be handled. Since their in-house teams were ill-equipped and had limited access to the required expertise, the company had a tough time managing mission-critical applications.
In a scenario such as this, the management found it difficult to optimize their operations and provide support while dealing with and maintaining multiple contractors. Subsequently, the end-user support the company provided for all level 1, 2, and 3 tickets took longer than necessary, and this resulted in delays in the integration of orders, delivery of goods, status updates, and compliance with local legal matters.
With an in-house team that needed support in handling its projects, the only practical recourse for the client was to resolve issues with their mission-critical applications was to look for a fitting partner for outsourcing. This was all the more needed as finding ways to save costs and dealing with persisting issues was actively pushing the company’s core vision and products to the back burner.
Secondly, the client lacked resources for handling IBM AS/400 and Infor's XA ERP software application, which posed a major roadblock for their day-to-day business activities.
The company needed to fulfil its end-user support commitments while aiming for an excellent customer support experience. This meant reducing their downtime and installing regular upgrades. These upgrades were necessary not only for customer service purposes but also to reduce the turnaround time for enhancements to meet project timelines and business needs in general. It was also important to upgrade to the latest release as product support was nearing its end and the hardware & OS versions were outdated.
The client’s management team also needed to automate the company’s processes and operations to improve their manual productivity levels and make the rule-based, algorithmic processes free of errors. The idea was to free their workers for more cognitive tasks and at the same time save the company on operating costs to a substantial degree.
And lastly, the client counted on solutions to be implemented across entities and specific projects and build composite integrated applications.