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)