Client name:

Client Profile:

Timeframe:

Employees:

Technologies and Tools:

German automobile manufacturer

Innovation driven automobile manufacturer with focus on digitalisation

10.2009-ongoing

6

Windows, Windows Server, Oracle DB, IT Networking, IT Hardware Components, ITSM, Remote Desktop, Logfile Analysis, Registry Editor, Windows Services, Installer Package, Knowledge Management, ITIL

Requirements/Challenges

  • Finding highly IT skilled support personnel that speak English and German, as requested by the end customer
  • Transferring knowledge between end customer and 1st Level Support
  • Constantly keeping the Knowledge Database up to date taking into consideration that applications are constantly updated
  • Having to quickly learn the specifics of a new application and to do support for it while keeping high quality standards
  • Keeping up to date with the latest available vehicle and parts models while also keeping up to date with the latest trends in IT hardware and applications

Performance by NTT DATA Romania

  • Application support and hardware-diagnostics
  • Root cause analysis of the incident and initiation in Problem Management Process
  • Log file analysis of the application systems
  • Funding documentation for the 1st Level Support and training
  • Development and maintenance of the Incident Knowledge Database
  • Joint between application developer and end user (end customer dealer)
  • Testing newly released applications
  • Providing consultancy for support working procedures in order to optimize the processes for all levels of support

Client Benefits

  • Collaborating with one of the most experienced companies when it comes to automotive IT support
  • The support team is constantly orientated to offering high quality customer support
  • Most of the team members have over 3+ years background experience in offering support for end customer ISPI Support application in both L1 support and L2 support
  • The customer expectations are always met and exceeded constantly
  • As automotive technology development sees a quick ascending trend we have always understood the need to quickly adapt to these trends