Jade 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
Download Case Study

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