Product Growth & Project Support Services For US-based BI Company
About Client
a forward-thinking organization driving innovation in business intelligencegovernance across diverse sectors
Location
US, California
Developex Team
Software development team, QAs, IT support, techwriters, UI/UX designers,admins and admin support
Industry
BI SAAS company
Services
staffing services for IT support
Client Background
Our client, a perspective and rapidly growing BI SAAS company, has been a valued Developex partner over the years. This company focuses on advancing business intelligence governance within sectors such as healthcare, finance, technology, and more. During this period and for now, Developex has consistently provided comprehensive solutions, including expansion initiatives, testing, support services, and the development of mobile applications.The client’s Enterprise Business Intelligence Portal stands out as a prominent BI governance platform, seamlessly integrating various BI tools, reporting, and metrics into a unified and certified catalog of assets.
Challenges Leading to IT Support
and Staff Scalability
As the customer base of our client in the BI SAAS industry underwent rapid growth, there was a pressing need
for optimized service delivery and effective customer support operations. The specific challenges included:
Product Modernization
There was a necessity to enhance and modernize the product to align with evolving user
demands and expectations.
24/7 Multi Level Technical Support
To address intricate cases promptly, a round-the-clock, multilevel technical support
system was essential, ensuring continuous assistance to users.
Technical Writing Team
The need for a dedicated technical writing team equipped with AI tools became apparent,
ensuring thorough documentation of the product for comprehensive user understanding.
Quality Control and Team Expansion
Ensuring product quality required robust quality control measures, coupled with the expansion
of the team to acquire specialized talents capable of meeting the growing
demands and challenges of an expanding user base.
Product Growth Support and Staffing
Services Provided by Developex
Developex team played a pivotal role in offering comprehensive offering comprehensive staffing services
for IT support and related roles, catering to various crucial aspects, in particular:
Technical Writing Services
Leveraging the power of AI and chat tools, Developex deployed a dedicated team of two skilled
technical writers. Their primary focus was to meticulously document the product, ensuring
clarity and accessibility for users.
Technical Support Services
A team of three adept professionals was deployed to provide round-the-clock support to global
users. This commitment to 24/7 support aimed at ensuring a seamless user experience and prompt
issue resolution.
Solutions Engineer Hiring
Recognizing the need for expertise in issue troubleshooting and effective communication,
Developex brought on board a seasoned solutions engineer. This engineer played a crucial role in
addressing issues, liaising with Clients, and facilitating seamless collaboration within the internal team.
Application Engineer Outsourcing
To enhance the synergy between support, solution architecture, sales, and product development,
Developex introduced an application engineer through outsourcing. This engineer served as a vital
link, contributing to a holistic approach in meeting client needs and advancing product
development initiatives.
Results: An Evolving Partnership
For Successful Product Growth
Client and Developex’s partnership showcased dynamic growth. The support team, initially focusing on third-level support, expanded to cover all levels, growing from one to three members within a year. The technical writing team, comprising two members, played a vital role in product documentation. Both teams collaborated closely, ensuring 24/7 support when required.
Enhanced Product Quality: Technical and support teams boosted user engagement and trust.
Efficient Client Support: Solutions engineers nurtured loyalty across all levels.
Improved Coordination: Application engineer enhanced team communication and product management.
Swift Adaptation: Developex met unique client needs, ensuring seamless growth and scalability.
Valuse We Provide For Our Clients
At Developex, we are dedicated to delivering exceptional value to our Clients by seamlessly blending innovative technological solutions, industry expertise, and a client-centric approach, ensuring not just project success but also fostering enduring partnerships built on trust and excellence.
Transparency
Established clear and transparent processes for candidate screening and interviewing,
with client participation from the initial stages.
Problem-Solving Approach
Collaboratively identified innovative solutions, showcasing a shared process for candidate
evaluation, including skills assessments and ratings.
Resource Optimization
Streamlined processes and optimized resources, expanding service offerings to software
development, QA, design, and support roles.
Effective Communication
Prioritized clear and efficient communication, including joint evaluations and showcasing
candidate profiles and ratings before hiring.
Comprehensive Service Offering
Expanded offerings to include software developers, QA, design, and support roles
within the partnership, providing a comprehensive suite of services.
Trustworthiness
Cultivated trust through reliable and truthful practices, ensuring a strong and
enduring partnership with Clients.