Shared Multi Skilled Outcome based Support Model vs Dedicated FTE Support Model. which works for you?
"If only I had looked into this beforehand, I could have saved so many dollars", this is a common line we hear or we have said ourselves most of the time. This could be your car, your health, your new machinery and in our case your website!
Maintenance is important; as important as the site's development and implementation. A structured maintenance process can help you save a fortune in terms of time, effort and money. The process helps indirect saving by helping to prevent stop in production time and working extra time.
We have seen is many of our customers have not realized the importance of maintenance deserves and pay the price for it. Regular updates, security patches, following standards while deploying new features, maintaining the core architecture of the digital platform when it evolves, regularly monitoring the platform for anomalies, issues etc, proactively auditing the assets and fixing/improving any bugs/features are all part of proper maintenance
When this list is ignored, it leads to chaos and increase in maintenance cost.
Implementing a Maintenance process flow for a CPG client
Setting the requirements
The client's site was not under a routine maintenance cycle, due to which there will multiple issues within the site. Many critical modules were not updated and hence they were missing out on new opportunities. Security patches for critical vulnerabilities are out of date and hence the site was vulnerable from specific areas. Hence for any new enhancement, the site incurred a huge sum than the usual.
The client approached us to set a market-based maintenance cycle exclusively for each of their regional markets. They wanted us to maintain certain standards and meet the KPIs. They also expected to see a dip in the maintenance cost compared to their previous vendor.
We organized a crew of multi-skilled resources who will work for an exclusive market region. The crew will work based on an outcome based engagement model and will be handling all the digital assets for the respective market. Clear metric goals/SLAs were defined including performance, SEO, coding standards, response turnaround time, time to market for new features/assets et al.
Audits were planned with periodic intervals to handle issues and check updates. A change control board was established to monitor changes to the core platform. A dedicated performance engineer was assigned to the team to monitor & maintain various performance metrics.
A seamless maintenance and upgrade process was maintained by following the clear Dev-ops process laid down initially which also had the release cycles for each phase. Furthermore, the outcome-driven shared resource model resulted in efficient use of resources.
Benefits of the Solution Implementation
The SLAs stated clearly upfront made it easy to map the performance and follow up periodically.
With a seamless DevOps process, the time to market was cut short drastically. Any new update or issue fix was finished way ahead of the estimated timeline due to the working with an exclusive maintenance crew who were versed with the functionalities of the site. This also paved way for better utilization of the resources, there was very less or zero idle team of resources engaged. Since the team was working for more than a year with the same market site, the root cause analysis was not required for every issue they faced. The shared resource model (working with a blended team of exclusive vendor team and an in-house development team), reduced the overall maintenance cost by more than 30%.
Site performance up by 190% , Increased customer engagement by 40% - Delivering results is what we do.
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