Optimising ASM Operations for a Global Polymer Leader

Arrk is a technology services partner specializing in legacy application modernization, maintenance, and digital transformation. Guided by proven frameworks like our EmbArrk™ onboarding process and ITIL-aligned practices, we help global organizations optimize their application landscapes.

Customer

A prominent, London Stock Exchange–listed manufacturer of high-performance polymer solutions, with a market capitalization of over £2 billion and a presence in 40+ countries, sought a reliable partner to manage and enhance their legacy applications. These applications, used by more than 1,000 internal and external users, were mission-critical for supporting complex design and engineering operations worldwide.

Application support and management

Complex design and engineering challenges

Situation

Legacy Pressures Older frameworks had become difficult to maintain and scale, creating higher support costs and delays in rolling out new features.

Complex SLAs And Global Support Needs Global coverage demanded rigorous service-level agreements, with minimal tolerance for disruptions in any time zone. Multiple time zones and diverse end-user requirements called for a vendor adept at continuous, responsive application support.

Innovation Path

With an eye on modernizing digital platforms, the Customer wanted a proactive team that could provide expert consultation and ongoing improvements.

Solving Complex Problems

Self Organizing Team

Solution

In-Depth EmbArrk™ Onboarding Knowledge Capture: Arrk’s cross-functional team comprising business analysts,

architects, and QA leads—conducted workshops and interviews with SMEs and end-users.

Reverse KT Sessions: Collaborative sessions confirmed Arrk’s understanding of the system architecture, boosting the Customer’s confidence in Arrk’s technical accuracy.

ITIL-Aligned Delivery Incident, problem, and change processes were standardized to cut average resolution times by 30%, safeguarding critical operations.

Global Coverage and Time-Zone Coverage: Arrk provided shared resources in relevant time zones, enabling prompt issue resolution without disrupting the Customer’s worldwide operation. Around-the-clock responsiveness ensured 100% SLA compliance on top-priority tickets across a diverse, global user base.

Joint Governance & Reporting: Regular check-ins, performance metrics, and transparent reporting kept stakeholders informed and accelerated decision-making.

Continuous Collaboration: By engaging the customer’s internal teams, Arrk’s specialists consistently refined service delivery to align with evolving market and user needs.

Responsible Outsourcing Partner

Cater for a Rapidly Changing Market

Efficient and Effective Customer Support

Expert Technical Support

Outcomes

Minimal Service Disruption
Seamless Transition
High SLA Compliance
Enhanced User Experience
Reduced Operational Costs
Easier Ticket Management
Positive Business Impact
Roadmap for Innovation

Focused Team

Interview Workshops

Seamless Application Support

Why the EmbArrk™-Led Approach Worked

Clear Alignment from Day One: User story workshops rapidly surfaced high-impact requirements, ensuring both quick wins and a cohesive long-term vision.
Ongoing Validation: Regular checkpoints minimized risks, reduced rework, and sustained momentum across

international teams.

Long-Term Partnership: Governance best practices and transparent communication built a solid trust foundation, enabling Arrk to balance urgent needs with future-ready enhancements.