Effective IT Support - Faichi Case study

1
How Faichi helped its client to reduce the IT
Support turnaround time by 85
2014 Faichi Solutions Pvt. Ltd.
2
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.

2014 Faichi Solutions Pvt. Ltd.
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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

2014 Faichi Solutions Pvt. Ltd.
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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
• Increased throughput by resolving more number
  of support cases per resource
• Reduced production code migration time

2014 Faichi Solutions Pvt. Ltd.
5
The Outcome

• Implemented QuickWins concept which enabled
  quick resolution of simple bugs.
• Decreased turnaround response time by 85

2014 Faichi Solutions Pvt. Ltd.
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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

2014 Faichi Solutions Pvt. Ltd.
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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

2014 Faichi Solutions Pvt. Ltd.
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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

2014 Faichi Solutions Pvt. Ltd.
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Thank You!

• 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 inform_at_faichi.com
• 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 [phone]
  Tel [phone]

2014 Faichi Solutions Pvt. Ltd.