The client
Leading provider of end-to-end process intelligence and workflow automation solutions catering to Fortune 500 companies.
The Challenge
The US-based workflow automation platform provider wanted to reduce the defect backlog for their Platform Provider forms product and minimize support tickets. The application, used by corporate customers, facilitates form design and construction across various environments and devices, emphasizing the need to organize information and capture extensive data. Timely defect resolution was crucial to maintaining a positive external customer experience, driving a focus on enhancing customer experience (CX).
The Solution
Persistent put together an offshore team comprising 8 engineers to help the client achieve its goals. This team undertook a comprehensive approach, familiarizing themselves with the customer’s technology landscape, reviewing the defect backlog, and receiving necessary training from the platform provider. Their strategy began with defect resolution and expanded to full ownership, encompassing feature enhancements for the Forms products. Discussions were also initiated for the team to assume responsibility for another product, Platform Provider Workflow.
The Outcome
The collaborative effort resulted in accelerated backlog reduction, bringing the current defect backlog down to 95 cases, with a projected target of fewer than 10 cases by November 2022. Furthermore, there was a notable 50% improvement in defect-fix velocity, showcasing the efficacy of the offshore team’s contributions. Ongoing discussions indicate the potential expansion of the team’s support to include Platform Provider Workflow, reflecting the success and versatility of the partnership.
Technology Used
- Nintex
- .Net _ Sharepoint,
- Automation QA with .Net and XUnit exp
