Case study • IT • Enterprise Support
Stabilizing & Scaling
Enterprise Support (L1 & L2) for a
Multi-Application Ecosystem
Our client needed to transform its support services into a robust, scalable Enterprise Support framework (L1 & L2). The environment included a complex multi-application ecosystem built on Salesforce with AWS-hosted services. The goal was to enable 24×7 proactive support, improve operational resilience, introduce automation, and drive ITIL-aligned efficiency.
Success Highlights
Key Details
Scope: Enterprise Support Transformation (L1 & L2) Platform: Salesforce-based multi-application ecosystem + AWS-hosted services
Support Model: 24×7 operations and 12×7 production support, proactive monitoring, incident/problem/change governance
Business Challenge
Client’s support organization needed standardization, scalability, and stronger operational rigor to keep up with increasing complexity and demand across systems and business towers.
Incident, problem, and change management lacked consistency and discipline.
Our Solution Approach
We executed a phased approach focused on scalability, efficiency, and service excellence, turning support into a high-performing, cost-efficient, resilient operation with clear goals and measurable outcomes.
1 · Discover
Establish an Enterprise Support Framework
Structured BT operations and production support with clear L1, L2, and L3 role definitions.
Built operational clarity around ownership, escalation paths, and SLAs.
2 · Transist
Transition & Enable Knowledge
Shifted from onshore to a fully offshore model to improve cost efficiency and scale.
Ran shadow + KT sessions to ensure seamless business and technical handover.
3 · Transfom
Streamline Support
Delivered a complex 90-day transformation for a multi-layered Salesforce architecture.
Enabled custom modules and multi-platform integrations across business towers.
Defined and implemented a high-performance, scalable support framework.
4 · Accelerate
Extend Coverage + Run Operations Like a Product
Enabled 24×7 operations and 12×7 production support with proactive monitoring. Took ownership of core ops tooling and observability across AWS, New Relic, Informatica, and PostgreSQL (Heroku).
Technical Highlights
Multi-layer Salesforce support for custom modules and cross-platform integrations
ITIL-aligned incident, problem, and change workflow standardization
Proactive monitoring and operations ownership (AWS + New Relic)
Automation runbooks and repetitive-task elimination using AI/automation concepts
Offshore operating model with structured KT, shadow support, and defined L1/L2/L3 governance
request = intakeTicket(channel, severity, application)
request = enrichWithContext(request) # app ownership, recent changes, monitoring signals
routeToL1(request)
if L1_canResolve(request):
resolve(request)
else:
escalateToL2(request)
if
L2_requiresSpecialist(request):
escalateToL3(request)
applyITILWorkflow(request) # incident/problem/change linkage + approvals
notifyStakeholders(request)
closeWithRCAIfNeeded(request)
Business Outcomes
Transformed a legacy system into a secure, cost-efficient, and scalable healthcare platform.
10%
Year-on-Year Productivity Gains
Achieved 5–10% across all support levels
98%
Faster Response Times
Reduced response time from 2 hours to 30 minutes within 90 days
40%
Improved Quality of Service
Boosted first-time resolution and reduced MTTR for faster support.
Increased efficiency across all support levels.
Elevated customer satisfaction through targeted programs.
Ready to Streamline Your Support Framework?
Transform your support operations into a high-performing, scalable framework with 24×7 coverage