Xoriant Tibco Case Study


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Xoriant Tibco Case Study

Table of Content

 

1. Business Scenario

2. Challenges

3. Xoriant Solutions

4. Benefits Driven

 

 

 

 

 

 

 

 

 

 

BUSINESS SCENARIO

TIBCO, the leading EAI company, wanted to outsource support for crucial product suites to provide stable, cost-effective customer support and sustaining engineering.

 

Xoriant had demonstrated its capacity to provide quality services through various engagements with the TIBCO Engineering, Support and Professional Services Group business units. As a proven support vendor, Xoriant was a natural choice for TIBCO.

 

Xoriant is a TIBCO Alliance Partner with using TIBCO enterprise application products.

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CHALLENGES

  • The project required rapid augmentation of technical and customer support staff for a set of industry-standard products used pervasively by financial and manufacturing companies.

  • Industry-leading clients rely on these mission critical products to operate their worldwide manufacturing or financial transactional facilities on a 24x7x365 basis. Disruptions of even the briefest duration could result in the loss of millions of dollars.

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XORIANT SOLUTION

  • Responding to all service requests, whether generated internally or externally

  • Manage all customer communications, including periodic status updates with key clients

  • Onsite/offsite consultancy to TIBCO clients on product migration paths

  • All sustaining engineering, including product build and release management

  • Implement product training for key clients as well as for internal use.

  • Xoriant provides Sustaining Engineering and Product Support (support levels 2 and 3) for TIBCO's ETK and ETX products suites. Xoriant's support of these products initially began onsite at TIBCO facilities and later transitioned into a lower cost, blended offsite/offshore delivery model.

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BENEFITS DRIVEN

  • The Xoriant global support helps TIBCO to enable its customers to migrate to newer versions seamlessly

  • Worldwide support powers TIBCO’s global sales and service promise

  • Xoriant works directly at TIBCO client sites to establish support and service

  • Blended offsite/offshore delivery lowers TCO for TIBCO clients

  • Xoriant’s multi-environment expertise helps in seamless customer-support

 

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