• Become a Consultant
  • Odyssey Connect
Odyssey Information Services Logo Odyssey Information Services Logo Odyssey Information Services Logo
  • IT Services
    • Professional & Managed Services
      • Remote Systems Management
      • 24×7 Monitoring Services
      • PCI Compliance
      • Database Management and Support
      • Infrastructure Support
      • DevOps Services
      • Agile Development
      • Business Continuity
  • Industries
    • Industries We Serve
      • Airline
      • Banking
      • e-Commerce
      • Entertainment
      • Financial Services
      • Food & Beverage
    •  
      • Healthcare
      • Manufacturing
      • Oil & Gas
      • Telecommunications
      • Transportation
  • Recruitment
    • Recruitment Levels
      • Contract
      • Contract to Hire
      • Direct Hire
      • International
  • Who We Are
    • About Us
      • Meet The Team
      • Industry Leaders
  • Client Success
  • Blog
  • Contact Us
  • IT Services
    • Professional & Managed Services
      • Remote Systems Management
      • 24×7 Monitoring Services
      • PCI Compliance
      • Database Management and Support
      • Infrastructure Support
      • DevOps Services
      • Agile Development
      • Business Continuity
  • Industries
    • Industries We Serve
      • Airline
      • Banking
      • e-Commerce
      • Entertainment
      • Financial Services
      • Food & Beverage
    •  
      • Healthcare
      • Manufacturing
      • Oil & Gas
      • Telecommunications
      • Transportation
  • Recruitment
    • Recruitment Levels
      • Contract
      • Contract to Hire
      • Direct Hire
      • International
  • Who We Are
    • About Us
      • Meet The Team
      • Industry Leaders
  • Client Success
  • Blog
  • Contact Us
  • IT Services
    • Remote Systems Management
    • Database Management and Support
    • Infrastructure Support
    • DevOps Services
    • Agile Development
    • PCI Compliance Consulting
    • Business Continuity
    • Learn More
  • Industries
    • Airline
    • Banking
    • e-Commerce
    • Entertainment
    • Financial Services
    • Food & Beverage
    • Healthcare
    • Manufacturing
    • Oil & Gas
    • Telecommunications
    • Transportation
  • IT Recruiting
    • Contract
    • Contract to Hire
    • Direct Hire
    • International
    • View Jobs
  • Who We Are
    • Meet The Team
    • Industry Leaders
  • Client Success
  • Blog
  • Contact Us
Client Success Infrastructure Large ScaleNate Karlin2019-11-14T16:18:37-05:00

Client Success

INFRASTRUCTURE SUPPORT STRATEGY

Reducing Downtime with a Proactive SME Team Approach

CHALLENGES

Our client manager, who was responsible for supporting more than 10,000 retail service points in the United States, was challenged with establishing a support center for the retail organizations to contact and resolve any problems. The environment he inherited had retail service points calling six different groups to figure out which organization was responsible for any problem that prevented his store(s) from processing transactions. More than one million transactions a day and billions in revenue were at risk. The normal maintenance and upgrades of equipment also needed to be addressed. Vendors who repaired equipment or communication services also needed to be managed as part of the support structure. The manager’s vision was to create one focused group that took all the support calls and coordinated communication with any other internal group or external vendor to get resolution on behalf of the retail service points.

SOLUTIONS

Odyssey Information Services, which was already providing consulting services to the company, proposed a team solution of subject matter experts and one focused support team that was designed to expand and evolve over time. The goal was to have a clear support process for any problems and ensure the retail support points had maximum up-time and minimum impact from any infrastructure issues or changes.

External Support Group
First, we created a team to receive all support calls from the retail support points, including maintenance and upgrades, and log and track them to resolution. The group established a detailed notification structure to inform the internal organization or outside vendor of any service issues.

Automation and Tracking of Events
In order to keep tabs on the massive amount of data coming from a large range of equipment, our team added automated intelligence to review logs and notifications to quickly identify problems. A database was added to track and review all events to look for trends in equipment failures and enforce SLAs for hardware and service vendors.

Diagnostics Training
In an effort to further reduce repair time, we trained our support team to diagnose endpoint equipment, retail and satellite. When a problem occurred with these infrastructure components, the support desk personnel, who were working with retail service points, could quickly determine the source of the failure and get the correct vendor and any parts dispatched with one call.

SMEs Added to Support Group
As our support solutions continued to evolve, we decided to include SMEs as part of our support group. First, we added platform systems experts to provide quick resolution to any platform problems, ensure optimal performance, review capacity and interface to the platform vendors for maintenance, repairs and upgrades. Next, we added network analysts to monitor and maintain a network that had multiple communication paths where no single component failure could impact production. Network support worked with hardware and telecommunication vendors to ensure equipment was configured, maintained and supported correctly. They created a database of configurations and issues that became a focal point to resolve vendor hardware problems and validate changes.

RESULTS

Up-time increased to over 98%

Response time reduced to minutes, if not seconds, in most cases

24/7 support availability allowed upgrades to be managed at off-peak times

Odyssey has since expanded its role with the company’s retail market to become part of its global support teams.

Ready to start a conversation?

Contact Us

Dedication to our clients’ success earned recognition as a Top Performing Vendor by a global oil and gas company four years in a row.

“Odyssey Information Services has provided world-class NonStop managed support services for our clients’ retail environments and maintained 100 percent update for years, including hardware migrations. Some of our larger clients record more than 100 million transactions a month.”

Eugene Stevens, Senior Architect

Schedule a free consultation
  • This field is for validation purposes and should be left unchanged.
Consultant Application
odyssey

trustwave
  • Professional Services
  • Industries
  • IT Recruiting
  • Who We Are
  • Blog
  • Contact Us
  • Become A Consultant

Corporate Headquarters

5801 Tennyson Pkwy Suite 200
Plano, Texas 75024

(800) 982-4319

Houston Office

15377 Memorial Drive Suite 200
Houston, Texas 77079

(888) 886-6293

© Odyssey Information Services | Cookie Policy | Privacy Policy | Terms of Use
FacebookLinkedinTwitter
This website uses cookies to improve your experience. We'll assume you're ok with this, but you can opt-out if you wish. Cookie settingsACCEPT
Privacy & Cookies Policy

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are as essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may have an effect on your browsing experience.

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are as essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may have an effect on your browsing experience.

Necessary Always Enabled

Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.

Non-necessary

Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. It is mandatory to procure user consent prior to running these cookies on your website.