Delivery of Quality, cost-Effective support for client’s critical resources The Customer The client is the world leader in the manufacture, distribution and service of electronic test tools and software. The company has helped define and grow a unique technology market, providing testing and troubleshooting capabilities that have grown to mission critical status in manufacturing and service industries.
The client is a multi-national corporation with authorized distributor and manufacturer representative channels in over 100 countries and has approximately 2,400 employees worldwide. The Business Challenge Facing depressed market conditions, reduced IT budgets and the high cost of onsite support, the client decided to evaluate offshore outsourcing as a low cost alternative. The success of the client ODC depended upon buy-in from users and IT staff. ZensarThoughtDigital overcame the initial resistance to an offshore solution and gained user buy-in through the delivery of a high quality service. It gained IT staff support by acting as a virtual extension of the client’s IT department, rather than as a replacement of it. Some additional challenges that ZensarThoughtDigital overcame were: - Ensuring the continuity of all services during the transition.
- Keeping in check the high attrition rate of IT support staff.
- Knowledge transfer of best practice.
The Solution Services offered to the client through the offshore support center have included: - Custom development of forms and reports
- Functional and technical consulting for customizations
- HR history data migration
- Custom object migration
- Data conversion
- Support for global 11i re-implementation
- Functional consulting for business process re-engineering
- Assessment and development of a multi-org blueprint for the Oracle Applications 11i implementation at the client’s European manufacturing facility.
Business Benefits The offshore support center provided the client with the following benefits: - Delivery of high-quality, cost-effective support.
- Freeing of key resources with extensive knowledge of the client’s data and processes for strategic activities such as research & development and testing new business applications.
- A continuous increase in efficiency, thanks to adherence to the Sofware Engineering Institute’s (SEI) Capability Maturity Model
- (CMM) Level 5 processes by the ZensarThoughtDigital team.
- Knowledge sharing from ZensarThoughtDigital’s vast experience across implementations and upgrades.
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