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Infopulse - Expert Software Engineering, Infrastructure Management Services
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Infopulse - Expert Software Engineering, Infrastructure Management Services
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Managed Application Support for Financial Services Company

Infopulse improved delivery of new features and collaboration between L1, L2, and L3 support

Client: Financial Services & Software Company
Industry: Financial Services
Location: Nordics
Size: 350+ employees

Client Background

A fast-growing international business with over 10,000 clients worldwide, the company provides credit risk management and decision analytics services and solutions.

Business Challenge

  • The client needed to reduce workloads of L3 support and development teams allowing them to focus on more important product and business development tasks.
  • It was also strategic to strengthen collaboration between current L1 and L3 support teams to optimize products support management.
  • Reinforce customer support services to increase customer satisfaction.
  • Provide fast, flexible and scalable support team to meet the growing product development needs.

Solution

Infopulse enabled the following L2 Support and Maintenance services:

  • Monitoring / Alerts processing
  • Incidents / Bugs fixing
  • Standard Changes implementation (no coding)
  • RFC analysis and estimation
  • RFI processing
  • Reporting services.

We also delivered L2 additional services:

  • Release deployments (Production and Test)
  • Smoke tests after deployments
  • Environment / Instance documentation update
  • Support processes improvement
  • Support services of the Application, Infrastructure and DB levels.

Technologies:

  • Microsoft Windows Server
  • MS SQL Server
  • Microsoft Azure
  • Azure DevOps
  • Microsoft Teams
  • PowerShell
  • RabbitMQ
  • TeamCity
  • oXygen XML Editor
  • SoapUI
  • VMware

Business Value

Due to the implemented services, our customer received the following benefits:

  • Faster development and improved delivery of new features
  • Enhanced quality and value of support services for the end-users
  • Strong collaboration between L1, L2, and L3 support levels
  • Increased customer satisfaction level due to proactive approach to support
  • Better scalability due to flexible and adaptable support team
  • Improved and streamlined support processes according to ITIL
  • Continuous improvement of support services.

Download Case Study in PDF format