Case Study
Support coverage for complete application portfolio; NetSuite, Concur, Avalara, Coupa, Boomi
Download Case StudyJade Global's support coverage for an American web-infrastructure and website-security company's complete application portfolio; NetSuite, Concur, Avalara, Coupa, Boomi
About the Client
Cloudflare, Inc. is an American web-infrastructure and website-security company providing content-delivery-network services, DDoS mitigation, Internet security, and distributed domain-name-server services.
Products & Services
- Content-delivery-network services
- DDoS mitigation
- Internet security
- Distributed domain-name-server services
Business Requirements
- 20x5 ERP (NetSuite, Avalara, Coupa, Concur) and Integrations (Boomi) Support
- Month-end and Quarter-end support for Weekends
- Workday Integration Development Support
The Challenges
- The existing support team/provider could not provide round the clock support to all international locations
- The existing support team was focused only on the NetSuite ERP footprint and needed a lot of support from the Cloudflare internal IT team for a complete portfolio of applications, including Boomi, Workday, etc
- Support was highly dependent on a few personnel, and the process was unable to run efficient global support operations
The Benefits
- 24X7 support requirement for global need users (US, EMEA, APAC)
- A broader focus on strategic projects and priorities by the BSA and IT teams
- The requirement to move to proactive support
- Improvement in knowledge management to avoid dependency on specific people
- Effective management of hosting provider to prevent deployment and performance issues