Softtek

BACKGROUND

Introduce your business and what you do there.

I am the IT Director of Company, responsible for the IT management of the entire company.

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with the vendor?

1. Find a service provider which can offer long-term, stable and high-quality IT infrastructure of the company, including providing daily operation and maintenance support services of server, network and desktop as well as having the ability to develop and maintain IT application systems.

2. Find a service provider which can meet our ITIL standards as well as have standardized management and implementation processes to improve our IT support ability and provide better guarantee for business. 

The main reasons for choosing Softtek: 

Softtek is a qualified global supplier that can meet all the requirements of our company. Its unique IT project daily support services, operation and maintenance methodology and management process can well ensure the successful implementation of the project. The company performs best among all suppliers and we're relying on the experienced project team and successful cases.

SOLUTION

What was the scope of their involvement?

Softtek provides us with the overall daily operation and maintenance support services for IT infrastructure and IT application systems, including daily management of all our servers and IT application systems as well as on-site desktop support services.

Softtek applies its unique IT project daily support services, operation and maintenance methodology as well as management process to effectively ensure the stability of our IT infrastructure and application system. Besides, it can effectively meet the needs of all business parties; The management system of operation and maintenance support JIRA customized and developed by Softtek for our company plays a crucial role in the project.

Since July 2016, our company had first handed over the daily operation and maintenance support services on the server side to Softtek and gradually handed over the support services on the desktop side of our offices in various regions of China to Softtek. 

In 2017, after the shipment management system was customized and developed by Softtek, the supplier gradually undertook the daily operation and maintenance support services of most of our IT application systems, including the support of some core systems in our business.

What is the team composition?

Softtek established two teams to support fully our IT projects including IT infrastructure support team and the IT application system support team: Customer Director, Project Manager, Server Administrator, Database Administrator, Desktop Support Engineer, Software Development Engineer, Software Operation and Maintenance Engineer, Business Analyst, etc.

How did you come to work with the vendor?

We contacted Softtek from the recommendation of our colleagues and invited them to bid for our project. 

Softtek' s excellence includes:

1. Its unique and proven successful daily operation and maintenance support methodology as well as management process of the IT project;

2. Sufficient, experienced and responsible delivery team.

What is the status of this engagement?

The project started in August 2016. The project is being carried out at present. If there is no sudden condition, we will keep cooperating with Softtek for a long time.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

1. After Softtek took over the daily operation and maintenance support service of our IT infrastructure and application system, the degree of our business department’s satisfaction with the IT team has significantly improved.

2. The shipment management system developed by Softtek for our company has effectively improved our work efficiency in this field, directly standardize our business and streamline the business process as well as ensured the efficient cooperation between business departments in the whole business process.

How did the vendor perform from a project management standpoint?

As mentioned above, Softtek's ITIL-based standardized IT infrastructure project management process and CMMI5-based IT application system development process which can effectively ensure the delivery quality of the project.

Each project goes very smoothly and performs well. Besides, the project communication meeting is held once a week, which can well solve the problems in daily communication. The teams of both sides have regular on-site communication chances to ensure full communication between both sides.

What did you find most impressive about them?

1. Standardized project management process 

2. Excellent and experienced delivery team

Are there any areas they could improve?

If Softtek can share its successful project experience for customers in other medical device industries and properly apply it to our company, it will further help our company in the business.