Is an electricity infrastructure company which owns, maintains and operates the electrical distribution, covering most of the state’s geography.
As part of the digital transformation initiatives they have built strategic capabilities by adopting API and Integration technologies to leverage existing infrastructure capitalising on the past technology investments while modernising and preparing the applications and platforms to enable digital connectivity and collaboration.
The enhanced capability will improve mission-critical productivity, optimise costs and enable scale of services by enabling it as a digitally connected enterprise.
The Situation
Multiple business has embarking on digital connectivity initiatives that needs API/Integration capabilities
Challenges from IT team to provide consistent support and experience to businesses
Undefined processes and lack of collaborations from the teams
Unsatisfied business due to breakage of core business operations for lack of unified support
Enter MakeSense
MakeSense is responsible to provide an integrated managed service to support all API/Integrations across EE covering the following support activities:
Break Fix/Problem resolution
Incident Management
Change Management
Preventive Maintenance
Implemented 24/7 support model with on-call support for Priority-1 issues
Team has met 100% SLA and also delivered 100% quality CRs release which is much appreciated by client
SLA driven support processes to handle L2 and L3 issues
Setup hybrid teams to provide manage overall tickets and incidents
Cross trained team to handle both Mule and Talend integrations
Provide expert support to optimize their existing mule implementations
The Outcomes
Predictable business operations
Team has provided below value added service to customer are appreciated by client and which reduced 10-15% of manual work.
Automatic Schedule job to monitor Health of Application
Auto notification for various APIs and exception.
Schedule job for DB/Log data clean-up
Automatic process for bulk job processing and many value added services.
