Optimizing Logistics Support Operations with Scalable Managed Services

An international logistics provider faced operational challenges because of their extremely burdened technical team. Due to high customer expectations, poor support team collaboration, and customer expectations, soon the issue started to escalate. By transitioning to INTECH’s structured managed services, they not only boosted operational efficiency and response time, but built a more agile support responsive system.

About Client Content Is missing

The client dealt with various operational bottlenecks which reduced their efficiency and directly impacted the service quality. 

Their key challenges were as follows:

1. Scalability Problems:

Expanding a key product to various terminals was nearly impossible without additional support resources.   

2. Stretched Resources:

L3 support and development teams were overburdened, leading them to ignore core business innovations.   

3. Inadequate Collaboration:

Collaboration between L1 and L3 support teams was not coordinated well, hindering their ability to resolve issues quickly.   

4. Customer Service Gaps:

Customers were not attended to in a proactive manner which led to increased response time and reduced overall customer satisfaction.

5. Process Standardization:

There were requirements regarding standardized reporting, change implementation, and structured maintenance for enhanced system efficiency.

To tackle these challenges, a managed services framework was deployed which brought along an L1/L2 support system.

To tackle these challenges, a managed services framework was deployed which brought along an L1/L2 support system.

Incident & Bug Resolution: Quick diagnosis and resolution of system problems.

24/7 Monitoring & Alert Processing: Ensuring real-time issue detection and response.

Request for Change (RFC) Analysis: Investigating and calculating potential effects brought by custom changes.

Request for Information (RFI) Handling: Organizing requests from external and internal clients for more effective service.

Scalable Support Framework: An adaptive L1/L2 support structure that can accommodate changing business conditions.

Proactive Monitoring & Issue Resolution: Preventive measures to minimize disruptions.

Enhanced Collaboration: Increased communication between different levels of support, leading to faster response time.

Customer-Centric Approach: Faster resolution of client issues, leading to higher customer satisfaction.

Data-Driven Decision Making: Tracking service efficiency through constant reporting and analytics.

Change Management: Making standard changes in a way that other operations remain undisturbed.

Comprehensive Reporting Services: Creating detailed reports for ease of decision making and performance assessment.

In addition, advanced L2 support activities were managed by the services team:

Release Deployments: Managing test and production deployments with minimal downtime.

Smoke Testing: Conducting post-deployment verification to ensure system stability.

Infrastructure Documentation: Timely updating of all operational records to enhance knowledge retention.

Support Process Optimization: Refining the workflows in order to resolve issues more quickly and efficiently.

Multi-Level Support: Covering application, infrastructure, and database layers for complete coverage.

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