Success Story
Delivered Zero-Disruption Production Support Across Critical Applications for a Leading Building and Industrial Products Distributor
About the Client
A leading building and industrial products distributor
Challenges
The client needed a partner for its mission-critical application and all production application support, spanning a legacy ERP and 18+ other critical systems, with full accountability for outcomes and zero tolerance for business disruption.
- A mission-critical application plus all production application support needed a single accountable partner
- A legacy ERP and 18+ critical applications requiring ongoing support
- A requirement for own-the-outcome accountability with zero business disruption
- Knowledge of runbooks and SOPs concentrated in a small number of people, creating transition risk
Solutions
Innover became the client's mission-critical application and production application support partner, setting up a support model built for accountability and continuity.
1. A 3-tier support model owning outcomes across 18+ applications.
2. Agent Assist deployed over runbooks and historical ticket data, enabling rapid onboarding and faster resolution through AI-generated suggestions.
3. AI-led knowledge capture: AI tools were used to curate runbooks and SOPs through the transition.
Impact Delivered
99%
Response-time SLA adherence
98%
Resolution-time SLA adherence
18+
Apps supported with Agent Assist adoption