Enabled Integrated Services Desk and IT Operations​

Development and real-time interfacing for generating daily monitoring dashboards ​ 

Synopsis

Having one of the largest customer bases in the US, the client utilized several applications to manage its order bookings, processing, recruitment, auditing, management, and customer reporting. The multivariate system proved to be a challenge for managers that required a holistic view of operations. Coforge enabled integrated service desk and IT operations with a clean dashboard offering real-time monitoring updates, 24*7 service desk integrated ServiceNow, and end-to-end IT operations, resulting in a 30% reduction in costs. 

About the client

The client is a leading American trucking and real estate holding company. The client specializes in specializing in moving freight consisting mainly of petroleum products and dry bulk commodities. 

Business Challenge

The client has one of the largest customer bases in the US. The client uses specialized product TMW and a suite of .NET applications to manage its order bookings, processing, recruitment, auditing, management, and customer reporting. The client also uses EDI & web services to book orders and provide order updates to customers. The multiple systems with various reporting interfaces proved a challenge for daily monitoring and action. The client needed an integrated solution that would enable integrated service desk and IT operations. 

Our Solution

Coforge was responsible for the development, support, and maintenance of the entire suite of .NET applications and EDI solutions. We conceptualized, designed, and implemented a configurable manager dashboard to integrate multiple reporting interfaces and status-based charts that provided a single dashboard interface to functional and corporate managers for daily monitoring and actions. 

Testing tools used – Microsoft Test Manager 

Operating systems supported – MS Windows 2000/NT/XP/7 

Languages/ wireframes used - C#, .Net 3.5/4.0, MS Visio, jQuery, Ajax, WCF, Windows Services 

Methodology- Waterfall, Onsite-offshore model  

Tools- Visual Studio 2010, Sterling (IBM) for EDI, SSIS Packages 

Database- SQL Server 2005/2008  

Coforge helped the client by: 

  • Providing a real-time interface & a web service for customers to view and download order status and invoice details.  
  • Implementing EDI solutions for multiple customers enabling them to place orders using EDI files over the FTP.  
  • Developing jobs based on SSIS Package and windows service to process external input/output files and customer reporting on a daily/weekly basis.

Delivering more Value

  • 30% cost reduction 
  • Development and real-time interfacing for generating daily monitoring dashboards 
  • 24*7 Service Desk integrated with ServiceNow; supporting 1000+ employees  
  • End-to-end IT operations including NOC, Office 365 Support, Data Center, and VOIP Support  

  

Coforge Advantage

With Coforge’s efforts, the client has become one of the first companies, amongst its competitors, that provides multiple interfaces and channels for order booking and order reporting. This has helped the client to add the biggest customer of the US to their portfolio.  

Manager dashboard application developed by Coforge has drastically reduced the management team's manual efforts of managing day-to-day work. This has brought greater transparency and a better check system within the organization.  

Effective cost saving in the client’s IT by using offshore staff augmentation and VOIP.