About

The Customer is a UK-based IT company specializing in environmental health & safety, enterprise quality management, operations intelligence and other areas. The Customer provides their clients with the solutions for quality management, electronic document management, and other purposes. The solutions help the Customers clients to create the environments to develop their products faster and in a cost-effective way.

Challenge

The Customer provides a structured data capture solution to a company with more than 150 employees. The platform allows to collect and exchange laboratory data, create new procedures and protocols of experiments.

Due to the lack of their own resources required to support their solution, the Customer needed reliable support services to remotely maintain the operability of the platform they provide and quickly react to any issues related to it.

Solution

In terms of the ongoing project, VolgoTechnologies support engineers have been providing the Customer with monitoring and multi-tier (L1 – L3) support. In terms of L1 solution support, our team registers, prioritizes and escalates (if needed) the issues reported by the platform end users via the ticketing system VolgoTechnologies provides. L2/L3 solution support implies fixing bugs, implementing minor enhancements, and involving developers to solve the problems requiring code reviews.

Staging

Data Ware House

Data Ware House

Desktop Application

Results

The continuous efforts of VolgoTechnologies support team allow the Customer to keep their structured data capture platform operating sustainably. Our support engineers cope with the issues related to the Customers solution and the workflows arranged with it.

Technologies and Tools

BMC Remedy Action Request System, S2B, Jira, MS Office, AngularJS, Internet Explorer 11, JavaScript.