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Product Growth & Project Support Services for Us-Based BI Company

About

it consulting services (2)

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.

Client:

US - Based Business Intelligence Platform

Industry

SAAS & Enterprise

Services

IT support Services,
Technical Writing Services
Remote Development Center

Project duration

February 2010 – Ongoing

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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.

  • 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.

  • 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.

  • 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.

Developex team

Software development team

Techwriters

QAs

UI/UX designers

IT support

Admins and admin support

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.

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.

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Have questions, need assistance, or eager to discuss your next project? Contact us today. Our team at Developex is ready to engage, collaborate, and transform your ideas into innovative solutions. Let’s start the conversation for your software success.

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