Case Studies Reducing Issue Resolution Time from 14 days to 4 hours with App Management Services

Reducing Issue Resolution Time from 14 Days to 4 Hours with App Management Managed Services

CEI’s App Management client is one of the largest global jewelry retailers in the world.

Operating nearly 3,000 stores and with more than 30,000 employees, it is crucial that their IT and Tech solutions operate without interruption in order to keep both internal and external user experiences flawless. The client engaged CEI in 2021 to assure that this would be the case.

The Challenges

Applications for CEI’s client were experiencing issues that were not being identified, prioritized, or resolved in a timely manner. This was leading to poor experiences both inside and outside the organization. Communication, prioritization, and urgency were regular points of frustration. This client needed more comprehensive support with clear communication, prioritization, and dedication to resolving incidents as quickly as possible.

The Solution

Through CEI’s AMS partnership with the client, CEI assured that the best, most reliable processes and solutions were in place for their global IT operations. CEI implemented these practices across all of the client’s connected business units – from Sales to Accounts, covering distributed teams across Data Warehousing, Cloud Application Integration, and Middleware.

There was no post-production support, which required Development teams to pitch-in

Onshore and offshore had frequent disconnects in communication and prioritization

There was no standardized documentation of work being done, leading to confusion on project status

Priorities for Parallel Enhancements

WorkQueue prioritization across enhancements from previous vendors was not handled systematically

Increased number of Incidents required additional application Support