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HARDWARE AND SOFTWARE PROVIDER SAVES COSTS THROUGH END-TO-END PRODUCT SUSTENANCE

CLIENT

 

A global hardware and software provider, was looking for a solution to deal with below challenges -

  • Legacy Data center management software suite (comprising of around 17 different products) handles large customer base and requires continued support till End of Support (EOS), until the new appliance-based product is available
  • Shifting focus to the next-gen software, while still providing support to the legacy customer base. This requires ability to move critical teams out of the legacy program.
  • Reducing the high maintenance cost

 

SOLUTION

 

Mphasis supported the client by -

  • Creating and sustaining the knowledge base to provide end-to-end support for the legacy software – including L3/L4 support
  • Developing product management and communication team layout to ensure continued support
  • Continued roadmap definition till EOS - based on market research or customer asks
  • Ensuring that build tools, test equipment and expertise are in place for continued builds and issues fixes
  • Addressing product queries from the customers worldwide and handling customer escalations
  • Addressing product bug fixes and enhancements
  • Updating support documentation in given cadence

 

BENEFITS

Mphasis solution helped the client in –

  • Smooth transition of program management and execution without impacting the planned releases
  • Knowledge management through Wiki updates, requirement definitions, code walkthroughs, test strategy, etc.
  • Better stability with expert solutions across solution use cases, scalability tests, Out of Box (OOB) test and Minimal Acceptance Test (MAT)
  • Reduction in manual effort through automation of regression tests