About

The Customer is one of the largest global advertising agencies headquartered in the US.

Challenge

The Customer has a complex web-based solution to manage marketing campaigns for a worldwide consumer goods manufacturer. It covers the rich functionality to plan and control the execution of various marketing-related activities. Based on the microservices architecture, the solution is under ongoing development, connects with several external applications (e.g., mobile iOS clients) and deals with big data processing. The Customer needed to ensure the 24/7 applications stability and smooth work and was looking for professional application support services.

Solution

The Customer commissioned VolgoTechnologies to provide full L2, L3 support services. In addition, our L2 support team manages L1 support placed on the Customers side to ensure seamless communication between the two teams. The L1 support is represented by a 24/7 service center that has been created to become a single point of entry for all user requests and works as a helpdesk where users place their tickets. When the L1 team encounters previously non-documented issues or those that require the involvement of technical specialists, the tickets are routed to the L2 support team responsible for handling of more serious issues, such as microservices crashes, hardware failures, etc.

Staging

Data Ware House

Data Ware House

Desktop Application

Results

The productive cooperation with VolgoTechnologies significantly reduces problems of fast and high-volume data processing and allows the Customers employees to enjoy the smooth work of the complex marketing campaign management solution. Proactive monitoring provides a possibility to identify pain points before users face them. According to the Customers reports, the overall number of registered service requests has decreased by 36%. Also, along with other support activities (as the introduction of a service center), 24/7 troubleshooting services and monitoring carried out by VolgoTechnologies have led to the significant growth of user satisfaction that now equals to 97%.

Technologies and Tools

Web back end and front end: .NET, .NET Core, AWS Lambda, IIS, ASP.NET MVC, ASP.NET Core, Backbone.js, Knockout.js, React.js, jQuery, TypeScript, HTML 5, Less CSS.