As the application was globally used and accessed, Infogain proposed a multi-shore team and a scalable resource model that could scale up and down according to support needs during the various rollout phases of the project and across geographies.
In order to reduce complexity and optimize the support process, Infogain set up a single point of entry for support for all system related issues and queries across all user internal IT and field sales teams as well as external partner and customer groups.
Infogain had also led the design and development of the Oracle Fusion-based integration of the new quote-to-order application with Oracle 11i. Therefore, when putting together its Level II Support team, Infogain coupled its project-specific resources with its experienced support consultants to ensure the resulting group could identify issues and respond quickly as required to meet agreed upon SLAs.
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