case study listing

Challenge

  • L2 / L3 support for technical issues and Customer facing direct support.
  • Decrease number of open support cases.
  • Increase productivity of support team.
  • Effectively manage the support process.
  • Decrease response time for open tickets.

Solution

  • Introduced “QuickWins” using Agile/Scrum practice, which was instrumental in segregating support tickets that were easy to fix.
  • Deployed IRC support process for faster response time turnaround.
  • Introduced “OpenSheet” for communication between on-site and off-shore teams.
  • Increased throughput by resolving more number of support cases per resource.
  • Reduced production code migration time.
 

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Customer Speaks

CEO and Co-founder

"We were looking for a partner and not just a vendor and Faichi understood that well."

Founder and CEO

"Faichi developed a basic idea into something fantastic!

VP, Information Services

"Faichi provided a solution for us to accomplish the work in the anticipated time and budget.

Director Software Engineering, HighWire Press

“It's surely great to be up on green hopper and have a clear list of tasks and our 1st burn down

System Software Developer, HighWire Press

“Faichi has done such a great job of converting all the code over to the new version and they  al

Sr. Director Engineering

" We chose Faichi for variety of reasons, above all their responsiveness.

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