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Success Story

Zühlke guarantees support

Zühlke promptly provided specialists to ensure the smooth operation of support, especially for business-critical processes. This left the customer free to focus on their new strategic project.

Task

Digitec Galaxus AG – a Swiss company selling computer accessories and consumer electronics online and through retail outlets – uses complex software to support business-critical processes. Maintaining service quality for their customers requires a high system availability. To handle a shift in resources on account of a strategic initiative, Digitec Galaxus AG sought the help of an effective external team of experts to guarantee flawless business processes. The key factors of success were: rapid familiarization, service continuity, and short resolution times, also outside normal working hours.

Solution

Zühlke’s experts were already familiar with the software technology and the usual procedures and tools in the application support, so they focused on the relevant business processes at Digitec Galaxus AG during the initial training. Several specialists formed a core team and got acquainted with the work. The team coordinated availability during standby times and regularly exchanged their experience and knowledge. As a result, know-how was built up systematically and shared in a documented knowledge base. The deadlines for on-call times were fixed in a service level agreement with the customer. The service quality was examined at regular meetings, and corrective measures were discussed and introduced.

Customer benefits

  • Zühlke’s resources enabled the customer to further their strategic plans and guarantee the support of business-critical processes at all times.
     
  • Thanks to many years of experience, Zühlke quickly provided the required expertise, and the support team profited from immediate professional, hands-on assistance.

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