Project Rescue Turning into Long-Term Partnership
- Renovation of the Customer’s products using up-to-date technologies
- Long-term engagement: IT support and maintenance
A full service web provider turned to Iflexion to delegate IT support and modernization functions and concentrate on core business activities
Solution
Iflexion’s dedicated team of 3 engineers took the project and has since provided the Customer with the maintenance and support services whenever the help is needed. We have already provided Mercury’s clients with the following solutions:
- Renovation of the payment terminal
- Renewal of the CMS with rights division
- Update of the customer’s mail server by rewriting the contact form that stopped functioning properly
- Technical search engine optimization to improve website indexing
- Automated 24/7 server performance monitoring utilizing Pingdom monitoring tool to enhance the performance
- 15 modernized websites
The challenge of the project mainly consisted in working with outdated technologies. For instance, there were no Cold Fusion specialists at Iflexion, and our engineers had to study the technology to cope with the task.
At the beginning of the cooperation, in 2005, the Support team was spending approximately 60 – 80 hours per month on the submitted issues; as of today, the number of requests has been gradually diminishing.
Iflexion’s team is fully dedicated to the project, however as the issues appear, its size can be adapted in accordance with the demand to fulfill the job in due course. Initially the team comprised the project manager, the technical lead and the developer; currently there are 4 developers working on the project simultaneously or separately according to the Customer’s needs.
As far as the communication process is concerned, it is agreed that the Customer sends a request directly to the Support team whenever their clients face an issue. Then the support engineers estimate it and start processing the issue.
Customer Voice
