Application Support and management for global customer

Arrk Group is successfully driving application support and management for one of the global high-performance polymer solutions providers.

For diversifying their digital presence and develop new platforms, the customer had a pivotal need to outsource application support & maintenance of their legacy applications to a vendor who can understand their need and provide them best ASM capabilities in a cost-efficient way and Arrk group is successfully provisioning their needs for a couple of years now.

Customer

Customer is a global high-performance polymer solutions provider serving more than 40+geographies worldwide across various strategic markets of automotive, aerospace, energy (including manufacturing & engineering), electronics and medical.

They are also listed on the London Stock Exchange with a rich market capitalisation of over £2 billion and as a leader in polymer solutions, helping manufacturers to overcome complex design and engineering challenges. From the last 40 years, this customer has served a diversified range of markets and offered their proven solutions backed by unparalleled expertise and deftness.

Application support and management

Complex design and engineering challenges

As part of expanding their business scope, the customer was looking for the right vendor to outsource their legacy applications for support, maintenance, and future developments.

The customer was looking for a vendor who can help them establish Application Support and Maintenance services and who had rich experience in working on complex SLAs. They wanted a team who was Self-driven, Self-managed and proactive to handle support tickets and provide best technical & managerial services cost-effectively and give consultations, whenever required.

Objective

The customer had a strong determination to outsource their ASM activities to a vendor who can take full responsibility of maintaining and managing their legacy applications.

Arrk Group understood customer’s needs & challenges and a fact that they are looking for a reliable partner with the following benchmark criteria:

  • A partner which can be trusted to manage their critical legacy applications which were used by several different Business teams and customers
  • Partner who can quickly learn and understand their systems and help them enhance and fix the existing issues
  • Partner who understands the rapidly changing market structure and business scope
  • Partner who can analyze their current system and help them design more efficient and effective customer support services catering their wide range of 1000+ users
  • Partner who can provide expert technical support and business-friendly solutions in a cost-efficient manner

Responsible outsourcing partner

Cater rapidly changing market

Efficient and effective customer support

Expert technical support

Solution

Arrk team initiated this journey with EmbArrk ceremony where customer team shared their application knowledge and technical assets with Arrk’s IT team. Arrk IT team, consisting of a BA, Technical Architect and Test Leader; interviewed several business Stakeholders, SMEs, end-users, and customer’s IT team to gather technical and functional understanding about their legacy applications.

Detailed documentation was prepared by Arrk team for the knowledge gathered during EmbArrk ceremony and reverse KT sessions were conducted for the customer to give them confidence on Arrk’s team understanding.

Arrk team then analysed customer needs, their diverse set of technologies and have modelled ASM service suit to meet their business needs. This was followed by ASM development and testing services.

Arrk provided seamless application support by using its best practices, ITIL aligned processes, professional & responsive service deliveries and joint governances. Arrk has further transcended its services by providing shared resource as per customer time zone to resolve issues across a varied set of applications with stringent SLAs.

Focused team

Interview workshops

Seamless application support

Outcomes

Excellent collaboration between Arrk & customer IT teams has enabled risk-free knowledge/technical transitions and service deliveries, easing efforts of all team members. With such an excellent collaboration both teams were able to:

  • Meet 100% SLAs
  • Enhance legacy applications with many Value-added features
  • Introduce automated and efficient way of handling support tickets with help of Arrk’s CRM solution
  • Effectively manage and implement Change Requests to help business users in their day – to – day work
  • Get more accurate reporting for ASM activities

This successful partnership is still achieving its new heights and we hope it continuously grows further in upcoming years.

Team collaboration

100% SLAs

Accurate reporting

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