Application Support and Management for Global Customer
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.
Customer
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
Situation
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
Objective
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
Solution
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.
Focused Team
Interview Workshops
Seamless Application Support
Outcomes
- 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.