Relationship Growth
- Large US semiconductor manufacturing company
- Relationship started in 2005
- More projects were added with successful delivery performance of initial projects
Snapshot of Engagement
- Level 1 and Level 2 support
- 2,500+ users
- 24x7 support coverage
- Support for R&D and manufacturing divisions
- Distributed delivery teams
- Single project management window for client
- SLA based delivery
Key Success Factors
- SLA consistently exceeded customer expectation
- Achieved high user satisfaction rating for 2006-2007
- Reduced call volume by 5% through call reduction programs
- Optimised support resources by introducing automation in application and database areas
- Introduced support transparency across 8 sites through process standardisation and centralised reporting
- Improved support efficiency by introducing cross site backup for all 8 sites through existing resources
Asia Pacific Coverage
- Singapore, Penang, Melbourne, Beijing, Shanghai, Chengdu, Gurgaon, Bangalore
Portfolio of Services
- Workstation Management
- Server Management
- Database Management
- Application Management
Technology
- OS: HP Unix, Linux, Windows
- Database: Oracle 9i, 10G, MS SQL, MySQL
- Applications: Power builder, 4GL, Informix, Java, ASP, ASP.Net
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