Project Overview

L1-L3 Support for System One’s Enterprise Systems eSparkBiz partnered with System One to provide L1-L3 support for six key enterprise systems, enhancing performance and ensuring smooth data integration, while reducing the need for in-house IT support.

Optimizing System Performance and Data Sync Over three years, eSparkBiz helped System One optimize workflows and resolve data synchronization issues, supporting 9,000+ employees across three countries and minimizing downtime.

Seamless Data Integration Across Systems eSparkBiz tackled complex data integration challenges for System One, ensuring real-time access to critical information and smooth synchronization across HR, payroll, CRM, and proprietary tools.

Evolving Proprietary Software with CI/CDeSparkBiz supported System One’s proprietary solutions by developing a CI/CD pipeline, improving software updates and lifecycle management for enhanced performance and reliability.

Proactive IT Support and Strategic Insights With dedicated L1-L3 support, eSparkBiz delivered proactive IT services and strategic insights through regular reports and KPI tracking, ensuring smooth operations for System One.

Reducing Risks with Efficient IT Support eSparkBiz helped System One reduce operational risks through continuous IT support, system optimization, and integration, minimizing downtime and improving efficiency.

IT Support for System One’s Global Workforce eSparkBiz provided robust L1-L3 support to System One’s 9,000+ global employees, ensuring smooth operations and seamless integration of critical enterprise systems.

The Problem

System One faced critical operational challenges due to a lack of sufficient IT support and complex data integration issues. The overstretched in-house IT team struggled with maintaining and evolving proprietary software, causing inefficiencies and delays. Data synchronization problems between cloud-based and custom systems disrupted daily processes, requiring an external partner to provide L1–L3 support and manage software evolution to meet business demands.

Inadequate IT Support Resources

System One was experiencing a shortage of IT resources due to high staff turnover, which impacted their ability to address daily technical issues and system support needs. This led to prolonged downtimes and system inefficiencies that slowed business operations.

Complex Data Synchronization Issues

The company faced significant challenges with data integration across disparate systems, both cloud-based and custom-built. These integration failures caused delays in processing critical information, hindering the ability to make timely decisions and disrupting internal workflows.

Obsolete and Overburdened Proprietary Software

System One's proprietary software was in need of ongoing evolution to meet business demands. The lack of regular updates, bug fixes, and the absence of an automated release pipeline meant that the software became more prone to errors, impacting the company's ability to scale and innovate.

Lack of Process Automation

System One's recruitment and staffing processes were manual and inefficient, slowing down candidate processing and resource allocation. The absence of automation also posed challenges in maintaining compliance with internal processes and regulations.

Limited System Monitoring and Downtime Prevention

The absence of proactive system monitoring led to unexpected downtimes and slow issue resolution. System One lacked a comprehensive strategy to prevent recurring system failures, impacting their ability to maintain business continuity and operational stability.

Inefficient Internal Communication for IT Support

Communication breakdowns between System One’s IT team and external support providers resulted in slower issue resolution times. Without clear communication channels and regular check-ins, the organization faced delays in addressing critical system errors.

The Solution

Providing Adequate IT Support Resources

eSparkBiz addressed the resource shortage by providing a dedicated team of L1–L3 support agents. The team handled system troubleshooting, user support, and proactive monitoring, reducing response times and allowing System One’s employees to focus on their core tasks without IT interruptions.

Ensuring Seamless Data Integration and Synchronization

eSparkBiz deployed integration engineers to address data synchronization issues, developing automated processes to ensure data was accurately and consistently exchanged between systems. This resulted in better data consistency, reduced manual work, and more reliable reporting.

Continuous Software Evolution

eSparkBiz provided ongoing software enhancements by regularly releasing new features, updates, and bug fixes. The creation of a CI/CD pipeline enabled faster and more efficient updates, ensuring that System One’s proprietary software remained up to date with the evolving business requirements

Automating Recruitment

By enhancing System One’s ATS and integration systems, eSparkBiz streamlined the recruitment and staffing automation processes. This led to faster candidate processing, improved resource allocation, and better compliance with internal procedures.

Stabilizing Software Systems

eSparkBiz implemented robust monitoring and troubleshooting strategies, preventing system downtimes. By addressing root causes and introducing proactive measures, eSparkBiz ensured that System One’s systems were stable, reliable, and capable of supporting the company’s operations without disruptions.

The Result

Over three years, eSparkBiz resolved over 1,000 support tickets, including complex software changes and IT updates, reducing downtime, enhancing productivity, and improving system uptime by 20%. Support ticket resolution time decreased by 30%, streamlining operations.

Clear communication and weekly check-ins with System One’s IT team ensured alignment and rapid issue resolution. The implementation of a CI/CD pipeline enhanced software stability and agility, critical for maintaining system reliability.

By automating processes and improving system stability, System One achieved long-term operational success and scalability without significantly increasing IT resources. Better data synchronization enabled accurate decision-making and resource management.

eSparkBiz’s proactive L1–L3 support and system enhancements empowered System One to focus on core operations, driving efficiency and growth while ensuring their software remains robust and future-ready.

Optimizing System One’s Workforce Solutions through Robust IT Support and Software Evolution

End-to-End L1-L3 Support and Software Evolution for System One

About The Project