Australia’s largest telecommunications company.
Situation
Support for one of the largest telecom provider in APAC:
- Lack of full time availability of dedicated support team to handle mission critical issues arising due to any configuration/application level changes.
- Tracking all Release changes of integrated applications (60+) was difficult without a dedicated team.
- Generation of weekly Robot execution status report for supervising and monitoring robots required a dedicated support service.
Impact
- Configuration/Application level changes led to failure of robots causing increased downtime and missed SLA’s.
- Challenging for the client operations teams to scale the team and train the new resources to complete all backlog volumes without human error.
Solution/Resolution
A dedicated AssistEdge support team was established to provide the following services:
- Address all configuration/application level changes in the given SLA.
- Propose Support governance model to handle all releases of integrated applications.
- Address all service request in the given SLA.
- Reporting capability to show case transaction execution failure reason due to various system level validation.
- Provide weekly robot execution status report on regular basis.
Outcome
- Provided 24X5 dedicated on desk support with on phone/ email support over weekends.
- Handled all configuration changes/process level changes in the given SLA.
- Incident Resolution with P1, P2 and P3 tickets being solved completely within defined SLAs
- All service requests were successfully completed within defined SLAs
- Conducted proactive Release impact assessments to find out field level changes in applications and prevent bot failures.
- 90% Customer Satisfaction achieved.
An American diversified healthcare benefits company.
Situation
A leading health insurance company in the US required Support services from AssistEdge to address the following:
- Lack of full time availability of a dedicated support team to handle large scale RPA deployment and the issues arising due to changes in the applications during deployment and warranty support.
- Monitoring and assessing all release cycles of integrated applications (40+) was difficult without a dedicated team.
- Supervising and Monitoring robots and all the services for proper functioning.
Impact
- Application level changes led to failure of robots causing increased downtime.
- Challenges in scaling and training new resources to complete all backlog volumes without human error.
Solution/Resolution
A dedicated AssistEdge support team was established to provide the following services:
- Assess and implement all application level changes within the given SLA’s.
- Acknowledge and complete all service requests in the given SLAs.
- Conduct governance calls and provide weekly status reports on regular basis.
- Weekly/Daily monitoring of services and batch jobs for proper functioning.
Outcome
- Assess and implement all application level changes within the given SLA’s.
- Acknowledge and complete all service requests in the given SLAs.
- Conduct governance calls and provide weekly status reports on regular basis.
- Weekly/Daily monitoring of services and batch jobs for proper functioning.
