- World’s largest distributor of IT products and services
- Among the top ranking Fortune 500 companies
- Offers complete product lines in software, networking and communications, mass storage, and peripherals and computer systems
- Has 125,000+ customers in 100+ countries with 1,000+ market leading vendors
- Has distributed over 75,000 products and offers extensive pre-sale and post-sale training, service, and support
Success Story
About the Client
Business Needs
- Resolve vendors’ functional and technical EDI (Electronic Data Interchange) issues
- Deliver EDI transactions between trading partners successfully
- Complete EDI transaction issues in production swiftly and efficiently
- Communicate promptly with vendors on EDI queries and issues
- Activate EDI system uptime
Solutions
- Responded to vendor queries well within defined SLAs
- Ensured successful reprocessing and delivery of failed EDI transactions to destined locations
- Reduced delays by coordinating with business and technical stakeholders to resolve issues and close tickets quickly
- Circumvented EDI system downtime and transaction failures by updating certificates on time
- Monitored EDI system and escalated server health issues to the respective teams
Business Impact
- Improved customer experience by ensuring timely response to EDI tickets and queries
- Achieved >98% of acknowledgement SLAs to EDI tickets and email queries
- Increased issue resolution rate and decreased MTTR for complex issues from 7 days to 3 days
- Achieved 100% SLAs for AS2 certificate updates ensuring zero impact to document deliveries between trading partners
Technology Stack
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