A global hardware and software provider, was looking for a solution to deal with below challenges -
Legacy Data center management software suite (comprising of around 17 different products) handles large customer base and requires continued support till End of Support (EOS), until the new appliance-based product is available
Shifting focus to the next-gen software, while still providing support to the legacy customer base. This requires ability to move critical teams out of the legacy program.
Reducing the high maintenance cost
SOLUTION
Mphasis supported the client by -
Creating and sustaining the knowledge base to provide end-to-end support for the legacy software – including L3/L4 support
Developing product management and communication team layout to ensure continued support
Continued roadmap definition till EOS - based on market research or customer asks
Ensuring that build tools, test equipment and expertise are in place for continued builds and issues fixes
Addressing product queries from the customers worldwide and handling customer escalations
Addressing product bug fixes and enhancements
Updating support documentation in given cadence
BENEFITS
Mphasis solution helped the client in –
Smooth transition of program management and execution without impacting the planned releases
Knowledge management through Wiki updates, requirement definitions, code walkthroughs, test strategy, etc.
Better stability with expert solutions across solution use cases, scalability tests, Out of Box (OOB) test and Minimal Acceptance Test (MAT)
Reduction in manual effort through automation of regression tests
