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Evanston, IL

500 Davis Street,
Suite #701,
Evanston,
IL 60201, USA

Business Goal

  • Create single problem reporting process.
  • Provide KPI reporting by tracking actual call data.

Katalyst’s Solution

  • System landscape includes:
    • Manhattan WMI
    • Tibco, EDI, EAI
    • 3rd Party TE integration
    • Oracle integration
    • SAP integration
  • We worked with the client to understand the current problem reporting process, all in scope systems, vendors and other stakeholders.
  • Katalyst led a team of on/off shore individuals to provide Incident Management; Problem Management with RCA; Application Monitoring; KPI Reporting; Disaster Recovery; Change Management.
  • Solution grew to include 24X7 support including second level support for all WMI and integration related incidents, coordinating all P1 responses with internal and external team.
  • Continue to provide weekly KPI reporting to the customer using actual results compared to SLA.

Business Challenge

The client required better incident resolution, improved overall SLAperformance, full root cause analysis for P1 incidents.

KPI reporting was currently done without using actual data.

Successful Deliverables

Within the 30 day ramp up period, Katalyst successfully helped our client by:

  • Streamlining the problem reporting process
  • Introduced actual SLA performance tracking
  • Improved KPI performance per SLA by 35% over past provider using actual data