Streamlined SLA Based Offshore Support System Helped Reduce TCO & Outstanding Call Volume by 40% SITUATION A legacy portal based system supporting 56 applications, developed and maintained by internal IT team, faced roadblocks for future functioning and enhancements due to lack of resources that required to be engaged for the job. IMPACT Involvement of internal IT team in managing the portal limited their focus into new IT initiatives. Cost escalation and lack of resources further delayed development of new applications or additional features within the portal. RESOLUTION A strong and structured support system for the portal as well as a dedicated development and QA team to test and validate the new developments, created through an offshore engagement enabled the cli

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