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Provided Technical Support to The World’s Largest Technology Distributor To Improve Ticket Response Time And Solve EDI Production Issues Efficiently

Software & Hi-Tech
Posted On: 21 March, 2024

About the Client

  • World’s largest distributor of IT products and services
  • Among the top ranking Fortune 500 companies
  • Offers complete product lines in software, networking and communications, mass storage, and peripherals and computer systems
  • Has 125,000+ customers in 100+ countries with 1,000+ market leading vendors
  • Has distributed over 75,000 products and offers extensive pre-sale and post-sale training, service, and support

Business Needs

  • Resolve vendors’ functional and technical EDI (Electronic Data Interchange) issues
  • Deliver EDI transactions between trading partners successfully
  • Complete EDI transaction issues in production swiftly and efficiently
  • Communicate promptly with vendors on EDI queries and issues
  • Activate EDI system uptime

Solutions

  • Responded to vendor queries well within defined SLAs
  • Ensured successful reprocessing and delivery of failed EDI transactions to destined locations
  • Reduced delays by coordinating with business and technical stakeholders to resolve issues and close tickets quickly
  • Circumvented EDI system downtime and transaction failures by updating certificates on time
  • Monitored EDI system and escalated server health issues to the respective teams

Business Impact

  • Improved customer experience by ensuring timely response to EDI tickets and queries
  • Achieved >98% of acknowledgement SLAs to EDI tickets and email queries
  • Increased issue resolution rate and decreased MTTR for complex issues from 7 days to 3 days
  • Achieved 100% SLAs for AS2 certificate updates ensuring zero impact to document deliveries between trading partners

Technology Stack

Helped in Providing Technical Support to the World’s Largest Technology Distributor_Tech stack
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