Project Description
The client is a leading foodservice operator focused on travelers, operating restaurants and eateries in airports, travel plazas, and other locations mostly in North America. They serve air travelers at more than 100 airports and feeds motorists at some 100 rest areas and travel plazas along many of the major turnpikes and thruways in the US and Canada.
The client decided to turn to Chateaux for their BusinessObjects Remote Administration (BORA) services, which simply stated offers the ideal solution to all of the aforementioned items and much more.
- Scheduling an introduction meeting with the client to meet the team
- Establishing remote connectivity
- Identifying the top reports that are critical to day-to-day operations
- Defining the support escalation process
- Reviewing the client’s security standards
- Performing a complete BusinessObjects environment audit
- Implementing any immediate recommended modifications from the audit
- Beginning BORA monitoring service
From this point forward, the Chateaux team has been available on a 24×7 basis to proactively monitor and manage their BusinessObjects environment. Through Chateaux’s helpdesk enabled portal, the client can log and manage support tickets, or review the knowledgebase for answers on the fly. The client is also provided with a Remote Services 24-hour hotline for more immediate service if necessary. Once the ticket is logged or the call is received, Chateaux is able to address the issues by connecting to their network at a moment’s notice.
In addition to the standard administration monitoring services, Chateaux offers other proactive services, ensuring a smooth path to the future by monitoring server capacities and capabilities, conducting scheduled maintenance, installing patches, etc…
Since Chateaux had a prior relationship with the client and understood their technology, the transfer of knowledge was minimal, and the transition seamless. Chateaux was also successful due to a depth of knowledge in the supply-chain and related industries, giving them the ability to lend guidance to the client where needed.
“Chateaux has added a key layer of support that has greatly enhanced our competitive edge and afforded us a true currency in BI,” said one IT leader at the client.
Chateaux has added a key layer of support that has greatly enhanced our competitive edge and afforded us a true currency in BI.