Lemnisk - Icanio Technology
The world’s first real-time marketing automation platform, uses an Intelligent and Secure Customer Data Platform to deliver 1-to-1 personalization and cross-channel customer journeys, boosting conversion.
Solution
Receive escalated tickets from L1 support and perform ticket triaging. Troubleshoot issues based on SOPs, including infrastructure, UI, data, and Rest API checks. Conduct root cause analysis, document findings, and manage system/server configurations and maintenance. Handle proactive alerts, review logs, monitor infrastructure, oversee server/app restarts, and ensure technical feasibility of proposed changes. Escalate to L3 support when necessary.
Services
Web based services
Business Type
Enterprise
Location
Bangalore, Karnataka
Project Introduction
The world’s first real-time marketing automation platform, is built on an Intelligent and Secure Customer Data Platform, orchestrating 1-to-1 personalization and cross-channel customer journeys at scale to increase conversion, retention, and growth for enterprises. What makes them stand out is that we own the relationship end-to-end, from solutioning to implementation, delivery, and reporting, ensuring you get the desired results from the platform.
- Receive escalated tickets from L1 support and perform ticket triaging. Troubleshoot issues based on SOPs, including infrastructure, UI, data, and Rest API checks.
- Conduct root cause analysis, document findings, and manage system/server configurations and maintenance.
- Handle proactive alerts, review logs, monitor infrastructure, oversee server/app restarts, and ensure technical feasibility of proposed changes. Escalate to L3 support when necessary.
The teams needed were as follows
The various users used this platform
End Users
Clients - Clients use the portal to push ads and maximise customer experience through the CDP portal.
Admin Users
Team - They manage portal access and oversee the platform.
Challenges & Solutions
KEY CHALLENGES
SOLUTIONS
The main challenge they are facing is that bug fixing and enhancements are handled by only one team, which is responsible for both resolving issues and focusing on improvements.
To address this, we implemented a solution where we handle bug fixing, allowing them to focus on enhancements.
Due to the SLA, they are unable to fix the bug issue within the required timeframe.
So what we did was follow the deadlines and started fixing the issues.
KEY CHALLENGES
The main challenge they are facing is that bug fixing and enhancements are handled by only one team, which is responsible for both resolving issues and focusing on improvements.
Due to the SLA, they are unable to fix the bug issue within the required timeframe.
SOLUTIONS
To address this, we implemented a solution where we handle bug fixing, allowing them to focus on enhancements.
So what we did was follow the deadlines and started fixing the issues.
Optimizing IT Infrastructure for Performance and User Satisfaction
Troubleshoot infrastructure, server, UI, data, and API issues, document findings, and perform root cause analysis.
- Monitor system performance using logs and metrics, and perform routine maintenance to ensure optimal performance.
- Manage configuration changes, including security patches and updates, and assess proposed changes for feasibility and risk.
- Collaborate with the engineering team to address performance issues and implement enhancements.
- Provide L3 support with performance optimization recommendations.
- Implement preventive measures to reduce recurring incidents.
- Gather and incorporate user feedback to improve support services.
- Use customer insights to enhance service quality and satisfaction.
User Satisfaction and Operational Efficiency
- Troubleshoot infrastructure, server, UI, data, and API issues, perform root cause analysis, monitor system performance, and manage configuration changes, including security patches and updates.
- Collaborating with the development team to address performance issues, provide L2 support recommendations, implement preventive measures, gather user feedback, and use customer insights to enhance service quality.
Office Locations
Development
Centre
Centre
Nazareth
Selvan's Complex, 203,
Margoschis Road, Nazareth,
Tamil Nadu 628617
Margoschis Road, Nazareth,
Tamil Nadu 628617
Development
Centre
Centre
Tirunelveli
Selvan's Complex, 203,
Margoschis Road, Nazareth,
Tamil Nadu 628617
Margoschis Road, Nazareth,
Tamil Nadu 628617
Development
Centre
Centre
Chennai
NO. 07, Kumaran Nagar, 200 Feet Radial Road,
Zamin Pallavaram, Chennai,
Tamil Nadu - 600117
Zamin Pallavaram, Chennai,
Tamil Nadu - 600117
Office Locations
Singapore Office
Singapore
101 Cecil Street,
#20-11 Tong Eng Building,
Singapore 069 533.
#20-11 Tong Eng Building,
Singapore 069 533.
Development
Centre
Centre
Nazareth
Selvan's Complex, 203,
Margoschis Road, Nazareth,
Tamil Nadu 628617
Margoschis Road, Nazareth,
Tamil Nadu 628617
Development
Centre
Centre
Tirunelveli
AP Towers No. A16, NGO 'A' Colony,
North Main Road, Tirunelveli,
Tamil Nadu - 627007
North Main Road, Tirunelveli,
Tamil Nadu - 627007
Development
Centre
Centre
Chennai
NO. 07, Kumaran Nagar, 200 Feet Radial Road,
Zamin Pallavaram, Chennai,
Tamil Nadu - 600117
Zamin Pallavaram, Chennai,
Tamil Nadu - 600117
Singapore Office
Singapore
101 Cecil Street,
#20-11 Tong Eng Building,
Singapore 069 533.
#20-11 Tong Eng Building,
Singapore 069 533.
Development
Centre
Centre
Nazareth
Selvan's Complex, 203,
Margoschis Road, Nazareth,
Tamil Nadu 628617
Margoschis Road, Nazareth,
Tamil Nadu 628617
Development
Centre
Centre
Tirunelveli
AP Towers No. A16, NGO 'A' Colony,
North Main Road, Tirunelveli,
Tamil Nadu - 627007
North Main Road, Tirunelveli,
Tamil Nadu - 627007
Development
Centre
Centre
Chennai
NO. 07, Kumaran Nagar, 200 Feet Radial Road,
Zamin Pallavaram, Chennai,
Tamil Nadu - 600117
Zamin Pallavaram, Chennai,
Tamil Nadu - 600117
Icanio Technologies aims to be the solution to any of your tech problems and a stepping stone to your digital transformation. Talk to us to find out how we have helped our clients become successful and we are sure you will also want to work with us.
United States : (+1) 302 480 9804
India : (+91) 63791 67118