How a leading US-based Brand solutions company leveraged managed services with enhanced Infor M3 capabilities to improve customer experiences
Success in the brand solutions industry depends on the scale and velocity of business processes to address customer assessments. Modernized infrastructure, powerful computing resources, ERP solutions, and streamlined support integration services are critical in driving growth for these organizations.
A leading US-based brand solutions company with a presence in 50 states with over 500 executives, was looking for effective managed IT services through a trusted service provider to facilitate end-to-end support services and meet the rising business demands with exceptional customer experience.
The Challenge
The Infor M3 V13.4 highly customized and integrated on-premise solution posed a significant challenge to maintain and manage efficiently. The client solution based on Infor OS, H5, ION, MAK, Personalization, MEC interfaces, StreamServe, Storyteller, Mongoose & IDM required consistent application management to rationalize the cost of operations.
Challenge #1
The client requisitioned a service partner to fully own managed services and provide support as per agreed Service Level Agreements, including the L1, L1, L2, and L3 support as a part of managed services using the Core+Flex model. The client also expected on-call support during out-of-support coverage areas.
Challenge #2
The client faced a significant challenge in processing support for P1 issues due to a lack of automation to generate daily reports, alerts, and messages on the “On-Call Cell.” There was no automated mechanism to monitor systems, leading to the inability to receive early alerts for issues that can lead to customer escalation. Additionally, the lack of trained resources and skill sets created a significant roadblock to technology implementation across the enterprise.
The Solution
Birlasoft provided onsite – offshore mixed model and leveraged our footprint in United States to bridge the cultural gap and facilitate local presence.
Furthermore, we integrated the Address validation service into the data provided by the customer: this ensured accuracy and built confidence in deploying necessary assistance to the customers at the marked locations. We deployed the D&B Enterprise Risk Assessment manager for automated credit check approval to reduce the tension between risk and opportunity. This helped the client gain significant stakeholder confidence to expand business opportunities across multiple product lines.
Solution #1
Birlasoft Infor practice COE (Center of Excellence) team ensured to manage internal training on Infor technologies. As a part of managed services, we made the strategic investment by providing training and building talent to manage support. It helps to ensure continuous support without interruptions such as iterations, medical emergencies, travel, and natural calamities.
Solution #2
Birlasoft arranged the required skills to ensure resource availability 24x7 on P1 issues. Automated daily reports, alerts, and messages on the “On-Call Cell” helped ensure timely support. We built a “Hawkeye Monitoring Tool” to enable the system to receive early alerts for issues that can lead to customer escalation. The solution reduces manual intervention and helps avoid possible system issues. We configured the tool to run at set intervals and send emails if there are issues in the system.
Solution #3
Birlasoft built a tool, “MecErrorNotification,” for automated monitoring that mapped failures and sent the email from MEC along with dumping on the FTP server. We configured the sending process in the Error Handling section in MEC for every agreement that was earlier managed through an excel file provided by the client. This solution optimized time and reduced manual intervention of the monitoring team resources.
Solution #4
Birlasoft engaged an onshore developer resource to work on the client's development/enhancement items. We are working with the client to add more resources for development/enhancement items. We connect with the customer via weekly meetings with the customer project manager and other stakeholders to discuss/analyze open tickets, ticket aging, any SLA misses, etc. We also set up monthly service review meetings to present the team's performance and discuss improvement areas. Monthly SLA and support compliances are discussed and analyzed for further fine-tuning or improvement.
The Impact
Through our engagement, the client was able to derive the following business benefits:
- Better collaboration and visibility among business operations
- Minimized downtime with proactive monitoring
- Preventive approach for critical applications reducing cost & time downtime
- Proven expertise in resources handling projects
- YoY 5-7% ticket reduction and cost improvement
2023 M3UA Benelux Conference
Booth #7 | Oct 10 – 11, 2023
Van der Valk Hotel – Schiphol A4, Netherlands
Van der Valk Hotel – Schiphol A4, Netherlands
