Case Study
Global support & maintenance coverage for complete Boomi Infrastructure
Download Case StudyAbout the Client
Brown Advisory Incorporated operates as an investment management firm. The Company provides capital market advisory, investment strategy, and long-term planning services. Brown Advisory serves clients worldwide.
Brown Advisory is an independent investment management firm committed to delivering a combination of first-class performance, strategic advice, and the highest level of client service with offices in Austin, Baltimore, Boston, Charlottesville, Carolinas, Delaware, London, New York, Norfolk, Richmond, Singapore, and Washington, D.C. The firm’s institutional and private clients are based in 50 states, and more than 39 countries and territories are served by over 700+ colleagues worldwide, all of whom are firm equity owners.
The Challenges
- The existing support team/provider could not provide round the clock support to all international locations.
- Support was highly dependent on a few personnel, and the process was unable to run efficient global support operations.
The Benefits
Improved Service Quality & Customer Satisfaction with a Service Model
- The offshore team supports 24/ 7
- Prompt & swift problem resolution by a team that understands
- SLA achievement rate of 98% or higher for all issues
Business Requirements
- Maintenance tasks related to any Boomi platform issues
- API management support and deployment of new integrations & APIs
The Solution
- Jade Global offered a global support Coverage (24x5 Customer’s local time), 24x7 on-call support for Critical P1 week for complete Boomi Infra (On-Premises and cloud) / Boomi Processes
- Support process framework was setup using the ITIL process framework and SLA dashboard in ServiceNow
The change was successfully implemented. Thanks so much to you and your team for working with us on this.
- Frederick Taylor, Brown ADVISORY
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