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Intensify Its Support Throughout Sourcing With Global Wavedynamics

CLIENT BACKGROUND

A Houston-based company struggled with the high costs and needed help maintaining adequate IT support during night shifts. Operating in Houston, their IT support teams had to work during off-peak hours, making it expensive to hire and retain skilled professionals. Consistent IT support during the Houston night ensured smooth operations and minimal downtime.

PROBLEM STATEMENT

  • High Operational Costs: Finding IT resources for Houston night shifts proved expensive.
  • Limited Availability of Skilled Professionals: More qualified IT professionals are needed to work night shifts
  • Operational Gaps: The absence of IT support during the Houston nighttime led to service gaps, causing delays in addressing technical issues.

APPROACH BY GLOBAL WAVE DYNAMICS

Global Wave Dynamics proposed an IT outsourcing solution to address these challenges, leveraging their ability to provide round-the-clock support.

1. Process Mapping & Metric Implementation:

Global Wave Dynamics started by analysing the existing IT processes, identifying bottlenecks, and implementing key performance metrics to monitor, track, and manage support activities efficiently.

2. Follow-the-Sun Model:

To ensure 24×7 support, Global Wave Dynamics created a “follow-the-sun” team in India to cover Houston’s night shifts. This eliminated the need for local night-time staffing while maintaining uninterrupted IT service.

3. Leadership Recruitment:

A senior IT professional was hired in India to lead the outsourcing initiative. This leader was responsible for establishing the team, onboarding talent, and setting up the training infrastructure to ensure consistent, highquality support.

4. Development of Standard Operating Procedures (SOPs) and Turnaround Times (TATs):

With undefined IT processes, Global Wave Dynamics worked closely with the client to create clear SOPs and TATs. These guidelines helped streamline processes, allowing for the tracking and comparison of performance metrics across the team.

CHALLENGES FACED

  • Time Zone Differences: Coordinating between the Houston and India-based teams posed communication and workflow synchronisation challenges, especially during the transition phase.
  • Undefined IT Processes: The client’s existing IT support processes were largely undocumented, requiring the creation of new procedures from scratch.
  • Building a Scalable Team: Recruiting, training, and establishing a capable team that could handle 24x7 support required meticulous planning and execution.

OUTCOMES

  • Pilot Success to Full-Scale Operations: The initiative began with a pilot program involving two team members in India. This grew into a team of over ten highly skilled professionals who now provide comprehensive 24x7 IT support.
  • Improved Process Monitoring: Refined SOPs and tracking metrics were introduced, enabling the company to measure employee performance, response times, and the overall effectiveness of IT support.
  • Operational Excellence: The outsourced IT team has proven its value, particularly during system challenges, new IT deployments, and audit or certification processes.

KEY BENEFITS

  • Cost Savings: The client significantly reduced operational costs by outsourcing IT support to India while maintaining service continuity.
  • Improved Performance and Responsiveness: The team’s contributions during critical projects and challenges ensured smooth operations without downtime.
  • Scalability and Flexibility: The client now has a scalable support structure, which enables it to handle higher volumes of IT issues without increasing local staffing needs.

CONCLUSION

Global Wave Dynamics successfully transformed the client’s IT support function by implementing a follow-the- sun model, creating a scalable support team, and refining processes for better monitoring and management. Through this collaboration, the client now enjoys reliable, cost-effective 24×7 IT support, empowering them to focus on their core business activities while ensuring operational continuity.

Empowering Businesses with Excellence

Leading Outsourcing Solutions in IT, Finance, Back Office and Operations for Leading Companies

About Company

Founded in 2019, Global Wave Dynamics provides expert outsourcing in IT, Finance, Back Office and Operations to global transportation companies.

info@globalwave.ai

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