Birlasoft provided onsite – offshore mixed model and leveraged our footprint in United States to bridge the cultural gap and facilitate local presence.
Furthermore, we integrated the Address validation service into the data provided by the customer: this ensured accuracy and built confidence in deploying necessary assistance to the customers at the marked locations. We deployed the D&B Enterprise Risk Assessment manager for automated credit check approval to reduce the tension between risk and opportunity. This helped the client gain significant stakeholder confidence to expand business opportunities across multiple product lines.
Birlasoft Infor practice COE (Center of Excellence) team ensured to manage internal training on Infor technologies. As a part of managed services, we made the strategic investment by providing training and building talent to manage support. It helps to ensure continuous support without interruptions such as iterations, medical emergencies, travel, and natural calamities.
Birlasoft arranged the required skills to ensure resource availability 24x7 on P1 issues. Automated daily reports, alerts, and messages on the “On-Call Cell” helped ensure timely support. We built a “Hawkeye Monitoring Tool” to enable the system to receive early alerts for issues that can lead to customer escalation. The solution reduces manual intervention and helps avoid possible system issues. We configured the tool to run at set intervals and send emails if there are issues in the system.
Birlasoft built a tool, “MecErrorNotification,” for automated monitoring that mapped failures and sent the email from MEC along with dumping on the FTP server. We configured the sending process in the Error Handling section in MEC for every agreement that was earlier managed through an excel file provided by the client. This solution optimized time and reduced manual intervention of the monitoring team resources.
Birlasoft engaged an onshore developer resource to work on the client's development/enhancement items. We are working with the client to add more resources for development/enhancement items. We connect with the customer via weekly meetings with the customer project manager and other stakeholders to discuss/analyze open tickets, ticket aging, any SLA misses, etc. We also set up monthly service review meetings to present the team's performance and discuss improvement areas. Monthly SLA and support compliances are discussed and analyzed for further fine-tuning or improvement.