Project Description:
The client, a leading Emirati multinational logistics company headquartered in Dubai, UAE, specializes in cargo logistics, port terminal operations, maritime services, and free trade zones. Established in 2005 through the merger of Dubai Ports Authority and Dubai Ports International, the client serves over 7,900 customers across 140 countries, managing an impressive 92 million containers annually. With operations in 172 marine and inland terminals across 51 countries, they handle about 10% of global container traffic, underscoring their global dominance in the logistics industry.
Problem Statement:
The client faced several critical challenges that required immediate resolution:
- Expanding Product: The client sought to extend their product to multiple terminals but lacked a scalable support team to ensure a seamless expansion.
- Workload Reduction: There was an urgent need to reduce the workload of the L3 support and development teams, allowing them to focus on essential tasks such as advanced analytics and ERP systems integration.
- Enhancing Collaboration: Strengthening collaboration between the L1 and L3 support teams was essential to optimize support management, particularly in areas like data governance and customer data management.
- Customer Satisfaction: The client aimed to elevate customer satisfaction through proactive problem-solving and real-time tracking enhancements.
- Scalability: The client required a fast, flexible, and scalable support team to meet the growing demands of product development, particularly in implementing AI and machine learning techniques.
Solution Overview:
INTECH provided a comprehensive solution tailored to the client’s challenges. We introduced L1/L2 Support and Maintenance services, which included:
- Monitoring and Alerts Processing: Real-time tracking and proactive problem-solving through effective monitoring of systems.
- Incident and Bug Fixing: Swift resolution of incidents and bugs, ensuring high-quality data management.
- Standard Changes Implementation: Efficiently implementing standard changes, supporting data integration and data standardization.
- RFC Analysis and Estimation: Analyzing and estimating Request for Change (RFC) requests to support scalable data lake and cloud solutions.
- RFI Processing: Managing Request for Information (RFI) inquiries to ensure smooth communication and data governance.
- Reporting Services: Providing granular data analysis and advanced analytics through comprehensive reporting services.
Additionally, we delivered L2 services, such as:
- Release Deployments: Managing production and test release deployments, with a focus on maintaining data quality management.
- Smoke Tests: Conducting smoke tests post-deployment to ensure robust data governance and integrity.
- Environment and Instance Documentation Update: Keeping documentation current for environments and instances, supporting ERP systems and IoT sensors.
- Support Processes Improvement: Continuously enhancing support processes to optimize resource allocation.
- Support Services at Application, Infrastructure, and DB Levels: Offering holistic support across various system levels, ensuring risk mitigation and efficient data management.
Tools and Technologies Used:
INTECH leveraged a range of advanced tools and technologies to deliver these services, including:
- Java
- Microsoft .Net
- Oracle
- SSRS (SQL Server Reporting Services)
- Microsoft Windows Server
- Skype
- Microsoft Teams
- Redmine
Business Benefits:
As a result of the implemented services, the client experienced several key benefits:
- Faster Development: Accelerated development and feature delivery, driven by advanced analytics and AI, keeping the client competitive.
- Enhanced Quality: Improved support services’ quality, leading to higher customer satisfaction through effective data quality management.
- Collaboration: Strengthened collaboration between L1, L2, and L3 support teams, optimizing resource allocation and improving data integration.
- Customer Satisfaction: Increased customer satisfaction due to proactive problem-solving and real-time tracking enhancements.
- Scalability: A flexible support team that can scale operations according to the growing demands of product development, particularly in scalable data lake implementation and cloud solutions.
- Continuous Improvement: Ongoing enhancements to support services, ensuring the client remains at the forefront of the logistics industry.
Conclusion:
INTECH’s tailored solution and proactive support approach have enabled the client to overcome their challenges and achieve significant business benefits. By leveraging advanced analytics, AI, and a scalable support team, the client is now better equipped to maintain its global dominance in the logistics industry.