CASE STUDIES

Purchased Pricing and Rebate application managed service w/custom integration.

Objective: Ensure reliability and availability of application.

  • Supplier Management: Manage and plan supplier releases, track supplier updates, log incidents (outages) using supplier online account.

  • Relocate resources to Customer Service locations to provide heightened support during high order volume times; quarter and year end.

  • Creation and management of rebating and pricing application accounts as approved

Metrics: SOX audit reports; Incident response resolution

Key Technologies: WebMethods, WebSphere, JDE, Oracle, SAP, BEA WebLogic, Java

 

Purchased Point of Sale and Distributed Operations.

Objective: Ensure performance of offshore resources; provide level 3 local support and project surge capability.

  • Ensure knowledge base maintenance for knowledge transfer to offshore resources

  • Provide level III backup

  • Flexible staffing for projects

Metrics: Incident log closures, Knowledge base growth

 

Service Objective

Ensure application availability and rapid response during high volume and business critical order entry periods.

Critical Success Factor

Relocation of critical staff during high volume and business critical time periods.

Root cause elimination for recurring outages

Outcome

Application returned to during ERP implementation

 

Service Objective

Provide backup and ensure performance of offshore resources

Critical Success Factor

Timely closure of incidents; expansion of knowledge base

Outcome

Improved offshore performance, flexible project staffing


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