To diversify their digital presence and develop new platforms, the Customer needed to outsource Application Support & Maintenance of their legacy applications to a vendor who understood their needs and could cost-effectively provide them with best-in class ASM capabilities. Arrk has been successfully provisioning ASM for the Customer for several years.
The 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 market capitalisation of over £2 billion. As a leader in polymer solutions, they help manufacturers overcome complex design and engineering challenges. For the last 40 years, this Customer has served a diversified range of markets and offered proven solutions backed by unparalleled expertise and deftness.
Application support and management
Complex design and engineering challenges
The Customer sought the right vendor to outsource their legacy applications for support, maintenance, and future developments to expand their business scope.
The Customer was looking for a vendor who could deliver an Application Support and Maintenance service and that had proven experience in delivering complex and comprehensive SLAs (Service Level Agreements). They wanted a self-driven, self-managed, and proactive team to handle support tickets and provide best-in-class technical and managerial services cost-effectively. They also wanted to be able to leverage expert technical consultations whenever required.
Solving Complex Problems
Self Organizing Team
The Customer was committed to outsourcing their ASM activities to a vendor who could take full responsibility for maintaining and managing their legacy applications.
Arrk understood the Customer’s needs & challenges and that they are looking for a reliable partner with the following selection criteria:
A partner they could trust to manage their critical legacy applications, which were used by several different Business teams and their own customers
A Partner who can quickly learn and understand their systems and help them enhance and fix their existing issues
A Partner who understands the rapidly changing market domain and business scope
A Partner who can analyse their current system and help them design more efficient and effective customer support services catering for their wide range of 1000+ users
A Partner who can provide expert technical support and business-friendly solutions in a cost-effective manner
Responsible Outsourcing Partner
Cater for a Rapidly Changing Market
Efficient and Effective Customer Support
Expert Technical Support
The Arrk team initiated this journey with our EmbArrk™ onboarding process where the 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 IT teams to gather technical and functional understanding about their legacy applications.
The Arrk team prepared detailed documentation from knowledge gathered during the EmbArrk process, and reverse KT (Knowledge Transfer) sessions were conducted for the Customer to give them confidence in Arrk’s team understanding.
The Arrk team then analysed the Customer’s needs and their diverse set of technologies and modelled an ASM service to meet their business system’s Support needs. This was followed by ASM development and testing services to provide the Arrk team with a Maintenance capability.
Arrk provided seamless Application Support by adopting best practice ITIL-aligned processes, professional & responsive service delivery and joint governance. Arrk has gone on the exceed its original remit by providing shared resources as per customer time zone to resolve issues across a varied set of applications with stringent SLAs.
Seamless Application Support
Careful joint planning facilitated by outstanding collaboration between Arrk & the Customer’s IT teams ensured knowledge/technical and service transitions ran smoothly with minimum risk of service disruption. With such an exemplary collaboration, both teams were able to:
Meet 100% of their Joint SLA Targets
Enhance legacy applications with many Value-added features
Introduce automated and increased efficiency in the way of handling support tickets with the help of Arrk’s CRM solution
Effectively manage and implement Change Requests to help business users in their day-to-day work
Develop more accurate reporting of ASM activities and performance
This successful partnership is going from strength to strength, and we look forward to growing our mutually rewarding relationship in the years to come.