Case Study
UST delivers excellence—6,000 L2 tickets resolved quarterly with defect density below 0.05
OUR CLIENT
The client is a global leader in cloud data solutions offering a range of high-performance, cost-efficient, secure software, systems, and services for hybrid cloud environments. Serving the technology, finance, and healthcare industries, the company’s technologies streamline data management to help businesses accelerate digital transformation and maximize data potential.
THE CHALLENGE
Overcoming workflow bottlenecks and enhancing system efficiency across critical enterprise domains
The client wanted to improve operational efficiency while managing costs. In particular, the company needed comprehensive level 2 (L2) and level 3 (L3) support across critical company divisions, such as enterprise business analytics, go-to-market operations, and enterprise infrastructure. These systems required consistent monitoring, swift incident resolution, and process optimizations to avoid operational disruptions and inefficiencies.
In Enterprise Information Security, the client needed advanced L3 support to safeguard sensitive data, ensure regulatory compliance, and prevent vulnerabilities. Since the company relied heavily on its SAP CRM systems to provide top notch customer service, the critical system demanded continuous maintenance and optimization to ensure peak performance. Meanwhile, the client’s cloud-based sales platforms also required real-time monitoring to handle dynamic sales processes, and specialized L2 and L3 support for robotic process automation (RPA) was critical for streamlining and automating repetitive tasks. However, the company lacked the internal expertise to manage and troubleshoot these systems effectively.
Integrating diverse systems created workflow bottlenecks, causing inefficiencies and higher operational costs. Downtime of these critical systems posed risks to customer satisfaction, revenue generation, and overall business continuity. Furthermore, the client struggled to maintain high quality assurance (QA) standards across applications, essential for operational accuracy and reliability. To address these challenges, the company needed a partner that could provide end-to-end support and continuous operational improvements.
THE TRANSFORMATION
Comprehensive application managed services streamlined operations and enhanced efficiencies
UST implemented a tailored application managed services solution to address the client’s complex needs and streamline operations. As the primary system integrator, we assumed complete ownership of the client’s SAP CRM and Cloud for Customer (C4C) projects, managing every stage from discovery to deployment. Comprehensive L2 and L3 support was provided across critical departments, including enterprise business analytics, go-to-market operations, and enterprise information security, ensuring smooth operations and robust data protection.
To manage the client’s extensive IT ecosystem of more than 60 applications, UST established a proactive support framework capable of resolving approximately 6,000 L2 tickets per quarter and implementing 200 monthly changes across core areas. Around-the-clock SAP CRM support was provided to ensure continuous availability, incorporating Business Application Software Integrated Solution (BASIS) support to optimize technical infrastructure and performance.
UST also delivered specialized L2 and L3 RPA support, automating routine processes to enhance efficiency and reduce operational costs. Rigorous QA processes were introduced to maintain the client’s high-quality standards for reliable, accurate application performance. Leveraging advanced tools, such as SAP NetWeaver on HANA, Java, and OpenShift, UST provided seamless integration and dynamic platform support tailored to the client’s evolving needs.
This comprehensive, proactive approach to managed services enabled the client to improve operational efficiency, optimize service delivery, and reduce costs significantly. By combining technical expertise with end-to-end system ownership, UST empowered the client to scale operations, focus on strategic growth, and deliver innovation to its customers without technical or operational challenges.
THE IMPACT
Accelerated delivery, 99% MTTR compliance, and better quality with agile development and governance models
UST’s agile development methodology and robust governance models significantly improved the client’s project delivery speed and operational efficiency. By streamlining project execution and ensuring seamless communications with client stakeholders, UST expedited decision-making and issue resolution while maintaining transparency and accountability. Key outcomes included:
- 99% compliance with mean time to repair (MTTR) and on-time delivery (OTD)—ensured rapid incident resolution, timely execution of critical updates, and minimal disruptions
- <4% production defect leakage—by maintaining high-quality output and resolving most defects before deployment to reduce post-release issues and improve customer trust
- <3% invalid defects—from enhanced defect management processes, improved tracking accuracy, and streamlined workflows
- <0.05 defect density—demonstrating rigorous QA and testing practices to ensure superior software reliability
- >95% schedule adherence—by consistently delivering projects on time, boosting operational efficiency and client confidence
These measurable advancements enhanced system stability and ensured the timely delivery of business-critical features, significantly improving customer satisfaction. UST’s ability to deliver high-quality outcomes at speed empowered the client to focus on innovation and strategic growth, reinforcing its position as a leader in cloud data services.
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RESOURCES
Business Strategy Implementation Solutions & Services | UST