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Multi-country AX Support for Heavy Equipment Company in Belgium

About the Client

Headquartered in Wolvestern Belgium, the client is a global player in heavy lifting and engineered transport. It offers heavy lifting solutions to its customers in more than 40 countries.

Problem Overview

The client wanted to outsource its AX support operation to reduce operational costs. It sought a quicker resolution of the issue and looked for SLA-based support for daily operational issues that business users were facing.

For the AX support in multiple countries, the client engaged Tech Mahindra which provided global offshore support to users in more than 20 countries, spread across southeast, middle east, central Europe and Latin America.

Solution

Tech Mahindra ensured 16x5 support operations with the existing volume of service tickets being 50 per week. Level 1 & level 2 support covering following:

  • Functional assistance, troubleshooting and periodical data uploads
  • Accessing requests – Security, rights and permissions
  • Refining developed modifications/customizations & Bug fixing
  • Refining reports, transactions and reconciliation processes
  • Refining configuration and setup of implemented business policies and processes in MS Dynamics Ax
  • Health check – Review of routine data interfaces & periodical batch occurrences etc.
  • Hotfix and patch maintenance
  • Country-specific legislative changes
  • Coordination with Microsoft on product issues


Tools and Technology Used

  • MS Dynamics AX 2009
  • Database: MS SQL 2008
  • AX Landscape: AX 2009 Modules comprising financials, CRM, HRMS, purchase, sales, inventory, projects, service and maintenance, rental add-on module and interfaces with external applications
  • Tools: Omni tracker ticketing tool
  • Citrx remote desktop connector
  • Lync communicator

Value Delivered

  • Adherence to tight SLA timelines – 4 hours for highly critical incidents, 8 hours for critical incidents, and maximum 2 days for low critical incidents
  • Almost on-time solutions for all critical incidents, 70% of the service incidents solved within 4 hours irrespective of the severity
  • Online interactions with client users through Microsoft Lync, ensuring optimized support
  • 90% of the service incidents resolved within the agreed SLA
  • Updated knowledge based on recurring issues, thereby enhancing end-user productivity

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