Client name:

Client Profile:

Timeframe:

Employees:

Technologies and Tools:

German automobile manufacturer

Innovation driven automobile manufacturer with focus on digitalisation

01.09.2013 – 30.08.2018

11

Dynamics, Windows Server, AD, SQL

Requirements/Challenges

  • Support and maintenance for 6 Microsoft Dynamics CRM applications
    • Strong adapted standard software, and MS Dynamics knowledge are not sufficient for support, business processes should be good mastered
    • Worldwide support and work in different time zones
    • Applications with the highest confidentiality level
    • 3 different versions of software
    • 2 different customers with diverse expectations and working models
    • Expansion of the support team and set-up of a development team, in order to complete the support team, knowledge transfer of the projects

Performance by NTT DATA Romania

  • 2nd and 3rd level support for Microsoft Dynamics CRM systems (counseling, debugging, logfile analysis, testing, interface counseling, Windows service administration)
  • Setup of new environments, maintenance work on the environments, adaption of the standard application and interface programming to the external programs, which are linked to the application
  • On-call services for critical cases
  • Responsibility for and implementation of further ITIL disciplines:
    • Service Management
    • Problem Management
    • Change Management
    • Release Management

Client Benefits

  • Knowledge receipt through actualization of the project documentation after each release
  • SLA-controlled and KPI-backed worldwide user support with high-quality and short response and solving time over multiple time zones
  • Scalable delivery model for the extension of the service by further applications or extension of the user base and user cases of the existing applications
  • On-site and nearshore KPI-controlled maintenance services, in German (if needed, team is exclusively in Cluj)