With more than two decades of on-time/on-budget delivery, Infogain has built strong, proven, repeatable methodologies and worldwide delivery capabilities for CRM/Customer Support, Business Intelligence, Mobility and Collaboration.
Showing posts with label Application Management Solution. Show all posts
Showing posts with label Application Management Solution. Show all posts
"Balance returns on your application portfolio investments with delivering guaranteed levels of service to your stakeholders"
Infogain’s Application Management Services (AMS) increase the return on application investments and improve IT organization effectiveness, freeing IT resources to focus onbusiness priorities. AMS delivers support throughout the application lifecycle, beginning with assessment and continuing with application maintenance, application and DBA support, and systems monitoring.
Enabling Companies to Meet the IT Challenge: Balancing Competing Priorities
Maintaining applications at optimal operating levels and providing responsive user support are critical for the success of business; however, doing so also requires significant planning and extensive resources. Infogain’s AMS maintains your applications, while offering reliable levels of service and support, lowering support costs, and providing resource flexibility to meet changing business requirements.
Remote-support technology is a proven way to increase agent productivity by empowering them with the ability to access a device directly for more accurate troubleshooting without leaving their desks.Even companies with successful knowledge-base implementations and highly trained agents can find a significant return on investment (ROI) for a remote-support project.
Remote-support technology can give you the following benefits:
·Reducing call-handling time. Case studies from successful remote-support implementations show that with an agent in the driver’s seat, incident-handling time can be lowered by as much as 50 percent for certain incidents. As technology becomes more complex, walking novice customers through recovery procedures or checking detailed settings can take time and increase customer frustration. With the agent free to take control of the machine, perform needed procedures and check settings, much less time is spent actually resolving the issue.
·Increasing first-interaction closure rates. When agents are able to instantly “see” error situations first-hand and check the system environment remotely, problems can be identified and resolved immediately, avoiding multiple calls or email communication to gather additional information.
·Deflecting phone interactions. Allowing customers to communicate effectively via their channel of choice is key to increasing satisfaction. Remote support offers the same capabilities via a Web chat/collaboration session as a phone call, allowing customers to remain in their channel of choice for the entire problem-resolution session.
Remote-support technologies should be a standard component of all application management solutions. Remote-support leads to higher customer satisfaction and reduces cost for the application management service provider.
Established AMS methodologies based on quality processes and decades of experience, customers gain significant benefits including:
• Scalable, economical and seamless dual-shore program execution • A process-driven tiered model, which ensures complete encapsulated offerings • Continuous program measurement evaluation and improvement • Quick issue resolution • High adherence to defined SLAs • A defined feedback process for program management improvement • Knowledgebase driven technical support for efficient retail business operations • Process driven application maintenance and support with complete traceability of the application enhancement and its changes • A team that is designed to work as an extension of the IT department in a partner capacity.
With increasing dependency on IT for efficient business functions, IT executives are facing the challenging task of lowering their application support costs while delivering high quality un-interrupted service. Often dominating the overall budget, application management - support, maintenance, and monitoring, optimization and QA – is a key area of focus.
As an IT manager your main challenge could be to balance the competing priorities of cost, resource flexibility and service improvement. You are aware of the benefits gained from this balancing act, however the key questions faced by IT managers are • What improvements are required in current application management operations? • How can improvements be measured? • How should we go about transformation of application management operations? • What are the industry best practices? • How are other companies/competitors managing these challenges?
The challenge is to strike the optimal balance between the need to deliver high service levels on existing mission critical applications while investing in new strategic initiatives—all within the ever-scrutinized IT budget. In the absence of a well-structured program, retail organizations face the following challenges:
• High cost to maintain their store solutions, corporate applications and support infrastructure • Inefficient store and corporate operations • Reduced quality of service to retail customers, vendors, and partners • Reduced agility to solve IT issues that impact business decisions • Reduced capability to scale in support of ongoing business growth • Reduced ability to respond effectively and quickly to statutory requirements and retail related regulatory changes • Inability to manage diverse IT initiatives with limited skilled resources.
Infogain offers a framework-based Application Management Solution for Retail, which helps to define and manage an integrated set of core processes .
