Technology Services for Manufacturing Industry
It took just two months to achieve dramatic improvements in performance.
The Challenge. CT Global Solutions designed and built a very complex Excel replacement solution for a global engine manufacturer using SAS Financial Management. The solution had a material impact on revenues, costs and profitability, and was used on a 24/7 basis around the world. Users engaged in time sensitive activities that could be interrupted by system or modeling related issues, system instability, or user modeling questions. Because of the global nature of the business, any one of these issues could negatively affect sales and the customer at any time of the day or night, with the potential for millions of dollars of lost revenues. It was mission critical to manage the system, improve performance, and resolve issues on an immediate basis anywhere in the world.
The Solution. To address this challenge, CT Global created a “follow the sun” support program for the solution, and to manage the system and improve performance. CT Global formed a team comprising consultants in the US and India offices skilled in SAS Financial Management, the SAS Platform and the solution. The CT Global team worked in shifts to manage problem tickets opened by users, and to resolve them in compliance with the service level agreement (SLA), regardless of the location or time. The team was also responsible for maintaining servers, making backups, disaster recovery, and change management.
The Results. It took just two months to achieve dramatic improvements in performance. Improvements included a drop in the time to resolve tickets from two days to less than four hours for urgent tickets, and from seven days to one and a half days for normal tickets. System outages dropped from an average of two outages per week to one per quarter. The system is stable, and users are strongly satisfied with the solution and the support from CT Global.
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