Success Story.

Accelerating issue resolution with application management support

Headquartered in St. Louis (Missouri), USA, the client is a global manufacturing leader in bringing technology & engineering together to provide innovative solutions for customers in industrial, commercial, and consumer markets.

The challenge

The client’s Oracle Control Information Center Group (CIGC) were overburdened with executing the daily maintenance and checks of systems, as well as tracking and resolving a high number of issues.

With the group’s excessive workload, end-users throughout the business waited longer to get tickets resolved, and high priority enhancements were difficult to complete according to schedule. They could only provide an 8 (hours) x 5 (days) support for the central time zone, leading to the end-users having to wait for resolutions.

The solution

The client chose YASH technologies to provide Application Management Support (AMS). YASH started the project with five dedicated offshore resources and executed support activities such as preparation of daily server report, automation of disc space monitoring and correction of support tickets. They also successfully encompassed all employees across the U.S, Singapore, Thailand, Australia, Malaysia, Mexico, and Brazil.

Business impact

As a result of YASH’s AMS support and implementations, the client was able to not only enhance communication and productivity, but also reduce their product delivery time. They were able to provide more time to their end-user for critical business objects. They also had enhanced rate of ticket resolution with the additional support ticket handling by the YASH team.

>250 tickets resolved

annually

16 x 5 support

for server monitoring & reporting including CST

Automated and accurate

daily administrative tasks

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