Sample case study. Replace this with a real engagement (with client permission) before launch.
The challenge
Weekly ERP slowdowns and failed integrations held up orders and shipping. The internal team was overloaded and issues were fixed again and again without anyone finding the root cause.
Our approach
- Took over L2/L3 application support under clearly defined SLAs
- Introduced problem management to find and remove the root causes of recurring incidents
- Wrote runbooks and a knowledge base so first-line staff could resolve common issues
- Planned monthly patch and release windows with business sign-off
The result
Incidents dropped sharply within the first quarter, critical issues were answered in under an hour, and the internal IT team got back to improvement work.