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Application support needs are met by IBS outsourced solution
Business Challenge
A global food products company found itself without support for a proprietary, business-critical software application. The program, which supported field sales of promotional product mixes, had been created for the client by a company that became defunct. The application was being managed by an independent contractor and the client's internal staff lacked the ability to provide the necessary high levels of support and availability.

Additionally, appropriate documentation of issue resolution and application enhancements were not being maintained, and appropriate knowledge transfer between the support consultant and the client's own IT staff was insufficient. The client desired an outsourcing partner to address the maintenance and enhancement of this important application.

Solution
IBS provided a service level agreement that would support the maintenance, bug fix and enhancements to the client's software, as well as meet the appropriate needs of support documentation and knowledge transfer to the client's staff. IBS' responsibilities included maintaining a staff with the necessary skills and availability to support the application.

After a transition period of knowledge transfer, IBS assumed full responsibility for investigating and tracking issues on a daily basis; diagnosis and resolution of problems; providing phone support; testing; and, providing analysis related to system enhancements and new functionality. The IBS support staff maintains a knowledge database accessible by the client and provides regular reports on activity and resolution documentation.

Benefits
The outsourcing arrangement provided several advantages for the client:
  • The client no longer has to rely on a single resource for the maintenance and support of the application.
  • The client receives appropriate high-level support for the application as needed during extended working hours, and now has a timely response and resolution to software problems.
  • Regular communications and reporting provide the client with detailed support data and metrics.
  • The application knowledge database ensures appropriate knowledge transfer between IBS staff and the client's IT staff.

Technology
Visual Basic Application on NT Server, Oracle Database on Unix Server.
 

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