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The client, a pioneer in the home computer gaming industry, is one of the three biggest interactive entertainment software companies in the world. The client wanted local IT centers for each geography and high cost & non-standard business processes and lack of an SLA-based model. The challenge was the revenue loss due to non-scalable operations for supporting peak sales. Mahindra Satyam responded with a proposal of local deployment with special focus on the shared service model, meeting the customer's requirements. They established a 24x7 SLA-based support system for continuous reporting, communication & escalation, and the integration of end-to-end capabilities to share information and customer feedback. Incident Management, Problem Management and Changed Management Process were clearly defined.
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