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Managed Support Services Case Study

Managed Support Services Case Study

Customer Background
A global financial service company with its headquarters in Frankfurt, Germany. The investment bank division is head-quartered in London, United Kingdom.
 
Business Challenges
  • Seamless Business Continuity for Application Management development and production support for multiple technologies in PWM -IT in US.
 
HCL Solution Delivered
  • Run the Business solution through L1, L2 and L3 helpdesks
  • Support  team manages configuration  issues, data clean up, batch job monitoring, ad-hoc report generation, change requests ,development of new functionalities, enhancements and  production support
  • Process management  of  new developments e.g. requirement analysis, testing , UAT, and User education
  • Leverage the standard Salesforce.com features and building custom applications
  • Study Customer processes to suggest and implement value adding enhancements
 
Benefits
  • Smooth “run the business” scenario across multiple applications within different business divisions
  • Process improvements and customizations to improve business efficiency
  • Understanding of complexities of Production support environment

About HCL Salesforce Practice
  • HCL’s Salesforce.com Credentials:
    Salesforce Premier Consulting Partner
  • HCL’s SFDC Practice offers “Advise to Execute” Services covering Salesforce.com Consulting, Implementation, Enterprise Integration and Maintenance Support.  Key highlights of HCL Salesforce.com practice:
  • PREMIER Consulting Partner with Salesforce.com (Topmost Tier)
  • One of the largest pool of Salesforce.com Certified Consultants among SFDC partners globally
  • Selected by Salesforce.com for providing L2 Developer Support globally on  Force.com platform
  • Dedicated Centre of Excellence for Salesforce.com/ Force.com with IPs and frameworks including CRI™, iSM™, CTMS, ExACT, i-Migrate, etc.
  • 360 degree Market facing joint GTM with Salesforce.com

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