CASE STUDY

Technical/Customer Support

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Toolkit updating for a large technology company

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Client Profile
A large Fortune 500 company.

Campaign Requirement
The client continuously updating toolkits for its products and services gets them reviewed from Nirvana before being released.

Nirvana Solution

Process

• All new or modified updates sent by the engineers are reviewed by the team before being released to the Web Toolkit.
• If a update is objectionable based on certain criteria listed (like blanks, customer information, usernames/passwords, public addresses, etc.) the reviewer manually defers the update.
• The reviewer then sends an email to the submitter asking him or her to review the update to make changes as necessary.
  
  

Approach

• The SLAs are regularly tracked and evaluated for possible improvements in the process (Shown in the following slide).
• Deferral reasons are listed and studied to improve performance.
• More processes are being added to this team.
  

SLA Results

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