Client is a large manufacturer of agricultural equipment, the third largest producer of construction equipment and one of the world's leading equipment finance companies.

Client had a team of professionals to assist in its data and call center operations. It has several Service Level Agreements (SLAs) with clients to run the time-critical and sensitive system. For the maintenance of these systems and production support, the client utilized an extensive resource pool of both permanent employees and contractors. Finding it difficult to rely on contractors to maintain mission-critical systems, the client opted for an offshore development center for maintenance activities; Cognizant was selected as the provider.

We currently provide support, maintenance and enhancement activities for three finance centers: North America, Europe and Asia-Pacific.

The SLAs committed to and the achievements reached are detailed in the table below:

• Achieved almost 100% issue resolution.
• The number of normalized issues reduced as process improvements and solutions were implemented to address long-term challenges.
• Increased productivity during the year resulted in faster turnaround of solutions to clients, including:
  • Reduced development costs through optimized resource utilization, elimination of overhead on T & M contracts, economies of scale. Reduction in cost per person for the client.
  • Complete 24/7 Level 1 & 2 support from offshore.
  • Quick turnaround of fixes, leveraging on the time difference.
  • Speedy addition of resources into a project/support team with very little or no addition to infrastructure costs.
  • Adherence to strict standards and procedures, thereby strengthening business processes, quality and productivity.
  • Ability to have mixed skills in a cutting-edge technology project on short notice.