Challenge 
  • L2 / L3 support for technical issues and Customer facing direct support.
  • Decrease number of open support cases.
  • Increase productivity of support team.
  • Effectively manage the support process.
  • Decrease response time for open tickets.
 
Solution 
  • Introduced “QuickWins” using Agile/Scrum practice, which was instrumental in segregating support tickets that were easy to fix.
  • Deployed IRC support process for faster response time turnaround.
  • Introduced “OpenSheet” for communication between on-site and off-shore teams.
  • Increased throughput by resolving more number of support cases per resource.
  • Reduced production code migration time.