Eliminating Bottlenecks in Cargo Management with a Structured AMC Approach

When a global cargo platform faced repeated like, delayed maintenance and communication disruptions, it was clear that their operations needed a complete reset. INTECH’s AMC managed service solution helped them minimize disruptions and achieve higher operational efficiency.

The client came in with three most pressing challenges, which were disrupting their user experience:

1. Maintenance Delay:

The service requests often took longer than expected response time, causing the operational downtime to rise substantially.

2. Coordination Bottlenecks:

There was poor communication between the different parties involved in problem-solving which caused delays in problem solving and increased inefficiency across teams.

3. Increased Development Request:

The volume of work within the system setup overwhelmed the existing system, leading to a backlog. This limited  the system’s ability to meet user expectations.

These issues put too much strain on the platform, and made it necessary to integrate a managed service solution that is highly structured and responsive.

To solve these issues, we created a custom Annual Maintenance Contract (AMC) that was implemented to facilitate improved response times and optimize communication. 

• Defined SLAs: Service Level Agreements (SLAs) were developed to establish particular responses and resolutions timelines for specific issues. In this way, accountability was ensured and tasks were done promptly.

• Proactive System Monitoring: Systems that provided automated monitoring tools were put in place to ensure issues were captured and dealt with in real-time.

• Proactive Communication: Stakeholders were kept in the loop with proactive communication that ensured updates were received on time. This eliminated confusion and delays.

• Custom SLA Management: The resolution and response times were adjusted depending on the operational priorities of the client, ensuring that critical issues were dealt with immediately.

• Performance Insights: Operations were improved with the insights gained from the monthly detailed reports on maintenance activities, SLA adherence, and system performance issues.

• Centralized Maintenance Tracking: A ticketing system was introduced to give account of all progress made on service requests.

• Comprehensive Maintenance Support: One team was responsible for both preventative and corrective maintenance, ensuring features remained stable while enabling new developments to be made.

Preventive Maintenance Strategy: Regular system checks and adjustments were performed to eliminate potential issues before unplanned downtime could become necessary.