Digital Innovation Strategy
The company has deployed various technologies and application management software to address challenges like inconsistent behaviour of applications with respect to access, performance and availability to end users. Various parameters are monitored such as page load time, URL monitoring, server errors, application performance, browser performance and user session time to take proactive action before the users themselves report issues.
This has enhanced customer satisfaction level and increased employee productivity, including a reported 20 percent reduction in user report tickets. Capability addition has driven application performance and availability service level agreement (SLA) at end user level, and has also helped to strengthen the partner engagement on SLA governance.
The technologies provide faster diagnosis and effective root cause analysis for end user application issues. This has resolved multiple recurring issues such as sluggishness of applications for purchase requisition (PR), purchase order (PO) and invoice workflow notification approval; errors in page loading; and high load time.