Client
The client is an expert in the proud craft of making paints and coatings, for over two centuries. Employing over 40,000 people across the world, they have a wide ranging portfolio of brands which is trusted by their customers in over 150 countries.
Challenge
One of the many challenges for this particular project involved the manual monitoring of IoT platforms and its associated environment. The client also did not have a dedicated 24/7 support team earlier for this platform (Level 1), and as a result they were also falling behind on two other levels - the first was that there was no standard reporting or support team to ensure uptime of the entire IoT platform. The second was that there was no automated process to alert the teams in the case of any system failures or other critical issues.
Solution
With Mindtree’s prior experience in dedicated IoT platforms, this was familiar territory. To begin with, we set up a 16/5 dedicated team for E2E IoT Platform support. Then, there was a monitoring IoT Platform related Azure PaaS, using Azure Monitoring Tool - this displayed dashboard and alerts. In addition to this, critical parameters were being monitored and IoT Edge gateway states were set up for proactive action, and 24/7 on-demand phone call support was ensured for any critical and time-sensitive issues.
Benefits
By providing end-to-end support for the IoT platform, Mindtree delivered the following benefits:
- No downtime and ensure business continuity.
- Proactively take action and avoid downtime.
- Standardized reports for all the stakeholders(daily).
- Reduced ticket resolution time by 30%
- Quick root cause analysis reports for defects.
- 24/7 on call support.
