Challenge

A nationwide provider of vertically-integrated toll systems was looking for a vendor to manage the development, post-development and defect-resolution needs of their automated product suite. This product is used to manage back and mid of ce operations for several toll systems, including account management, customer service, violation processing and technical services.

Results

XTGlobal developed an optimized onsite-offshore hybrid model to deliver defect fixes based on priority. In tandem, a detailed governance model was crafted to oversee engagement management, as well as coordination with client resources to ensure fixes. XTGlobal was tasked with resolving defects of levels 2-4, adhering to strict client SLAs throughout. XTGlobal also worked closely with client-side developers to successfully upgrade the product to a new version, and assisted with the corresponding client migration, in addition to addressing ongoing defect-resolution of the legacy systems. By bringing to the table strong employee retention, senior experience and tenured personnel, XTGlobal has since struck a long –term with the client while consistently delivering quality services.