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eDs
Digital CX Implementation for a Global Consulting and Design Firm with Cloud-Based Content Management and 24×7 Support
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Summary
The client is an award-winning global consulting and design firm helping leading organizations build captivating digital experiences for the past two decades. They assist organizations in improving customer engagement, collaboration, and business operations. Additionally, they possess extensive proficiency in leading open-source and cloud-based software.
Industry
Information Technology & Software
Company Size
10-100 Employees
Revenue
<$100 Million
Region
North America
Key Challenges
lack of 24×7 support, unable to manage relationships, and operational inconsistency.
Business Challenges
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- Lack of Round-the-Clock Support: As the business expanded, the need for 24/7 support to maintain critical infrastructure arose, challenging the existing operational model’s feasibility
- Declining Customer-Vendor Interactions: Managing diverse interactions between customers and vendors proved arduous, leading to a decline in overall customer satisfaction
- Operational Inconsistencies: Daily operations suffered from inconsistencies and nonuniformity, exacerbated by rigid, client-prescribed processes
Strategy & Solution
Techwave in close partnership with the client, devised a strategic roadmap to address these challenges. The approach involved:
- Comprehensive Assessment: A thorough evaluation of existing backend solutions paved the way for a seamless migration to cloud-based alternatives, aligning with industry best practices.
- Expert Team Curation: A specialized team was assembled to manage support operations, offering expertise in infrastructure monitoring and management, accurate documentation, update installations, and continuous support and management.
- Infrastructure Monitoring and Management: Ensured 24×7 vigilance to promptly identify and resolve potential issues.
- Accurate Documentation: Maintained detailed documentation of processes, configurations, and changes for future reference.
- Update Installations: Proactively handled upgrades to keep the infrastructure abreast of the latest technologies and security patches.
- Continuous Support and Management: Provided ongoing support for AWS infrastructure, CMS Platforms, and DevOps to ensure stability and dependability.
Featured Technologies
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Business Outcomes
Enhanced Support: Dedicated teams delivered round-the-clock support, resulting in a 60% improvement in visibility and transparency across service delivery processes.
Cost Optimization: Resource utilization and system optimization efforts led to a significant reduction in costs.
Knowledge Transfer: Seamless transfer of documented findings and solutions benefited multiple stakeholders, simplifying operations.
Streamlined Operations: Implementation of cloud-based backend solutions streamlined customer-vendor interactions, enhancing service efficiency.
About Techwave
Headquartered in Houston, TX, Techwave provides Global Technology and Engineering Services and Solutions to more than 600+ clients across 5 continents. Our expertise in SAP S4/HANA, Data & Analytics, Software Engineering, AI/ML, Cloud Engineering Services, and Strategic Sourcing provides the end-to-end digital capabilities that empower our clients to maximize the value realization from their digital investments. Our CMMI Level 5 and ISO 9001:2015 certifications demonstrate our ability to deliver excellence to all our clients.
To learn more about Techwave, please visit www.techwave.net
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