Effective IT Support - Reducing IT Support Turnaround Time

How Faichi helped its client to reduce the IT Support

turnaround time by 85%

©2014 Faichi Solutions Pvt. Ltd.

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About our client

‘HighWire Press’ is a division of the Stanford University Libraries.

As the leading ePublishing platform, HighWire partners with independent scholarly publishers, societies, associations, and university presses to facilitate the digital dissemination of 1741 journals, books, reference works, and proceedings.


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The Problem

HighWire engaged with Faichi to streamline their support process to accomplish following objectives:

• Decrease response time for open tickets

• Decrease number of open support cases

• Increase productivity of support team

• Effectively manage the support process


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The Faichi Solution


We helped our client streamline their support process and gain improvement in all facets of the support cycle

Key changes implemented in the support process:

• 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• Reduced production code migration time• Increased throughput by resolving more number of support cases per resource

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Implemented “QuickWins” concept which enabled quick resolution of simple bugs.

Decreased turnaround response time by 85%

The Outcome


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The Outcome


Reduced time to migrate code to production by over 60%

Increased productivity of resources by resolving 40% more tickets in the same amount of time

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The Faichi Difference


Implemented quick changes which enabled immediate ROI to our Customer

Designed a Client specific implementation support methodology by leveraging the past experience inApplication Support

Ensure minimal disruptions during the migrationprocess, delivering high availability

Implemented Application Support processes to streamlinethe clients support process

Faichi ramped up the team from scratch to 15+ resources in less than 3 months

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About Faichi Solutions

We are a technology company in Pune, India specializing in outsourced product engineering & setting up offshore development centers

We hold expertise in technologies such as Drupal, Java, Mobile and UI/UX development

Established in 2009, with a vision to transform the outsourced product engineering landscape through technical excellence and delivery model innovation

Faichi Solutions has successfully delivered some of the most complex technology projects through partner collaboration & agile processes


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To read more case studies of Faichi Solutions, please visit: www.faichi.com/success-stories

For more information please visit: www.faichi.com or mail us at [email protected]

USA India Faichi Solutions Inc Faichi Solutions Pvt. Ltd. 2023 Mandelay Pl 504, Accord IT Park, Baner Road, San Jose, CA 95138 Pune, Maharashtra – 411045 Tel: +1 (408) 769-4941 Tel: +91-20-65291435


Thank You!

http://www.faichi.com/success-stories

http://www.faichi.com/

mailto:[email protected]

Effective IT Support - Reducing IT Support Turnaround Time

Technology

Transcript of Effective IT Support - Reducing IT Support Turnaround Time