| Wipro was
chosen as the partner to handle complete administration
and support of existing JDE World Soft Solutions.
The project was carried out in a phased manner
i.e. a transfer of support activities to Wipro
on a gradual and function by function basis.
The initial part of this process was due diligence
where our team analyzed the existing system
and its functionality.
Based on the initial analysis, a crucial
enhancement was made through integration
of finance module with different applications
like customer investment management system,
Boomrang, OB10, Hexagon, construction industry
scheme and integration with other ERP packages
like SAP, PeopleSoft and BPCS.
In order to setup a well defined support process
for the client, our team used Wipro’s
well proven transition methodology. It was
tailored specifically for project needs and
contained the following stages:
 |
Initiate |
|
Knowledge
acquisition |
|
Shadow
support |
|
Primary
support I and II |
|
Steady
state |
An offshore development centre (ODC) was established
for the client and using the global delivery
model, all support services were gradually
moved to the offshore location. To ensure
quality and consistency of service, the followed
SLA norms, based on call priority, were agreed
to:
|
Minimum
90% of calls with priority “Urgent”,
“High” or “Urgent+High”
to be resolved with SLA specified time
period. |
|
Minimum
80% of calls with priority “Medium”
to be resolved with SLA specified time
period. |
|
Minimum
75% of calls with priority “Low”
to be resolved with SLA specified time
period. |
We regularly provide to the client extensive
reports on SLA compliance and complete analysis
of all support activities. This approach has
enabled the client justify the costs of the
project to various stakeholders. |
