Customer Success Story

MakeSense streamlines a major electrical provider’s complex systems and processes

Customer Introduction

  • 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.

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