Customer Story · Software Engineering
Single-threaded support: from triage to release
How Adroitent gave a North American AutoTech platform provider an integrated, end-to-end support model — single-threaded ownership from incident intake to fix and release across 7,000+ dealer websites.
The inflection pointFragmented handoffs across product boundaries
The customer — a tech-forward automotive platform provider whose suite powers trade-in valuations, payment calculators, digital brochures and more for 7,000+ dealer websites — had issues spanning configuration, data/feeds and code, often around product boundaries and hosting environments.
- Fragmented handoffs between support triage and engineering
- Configuration issues and code issues across product boundaries
- Handling issues in the core services the customer provides to its dealers
Turn fragmented handoffs into single-threaded ownership.
The interventionAn integrated, single-threaded support model
Adroitent was chosen as the preferred partner to enable end-to-end support. Our teams deep-dived into the customer's system and built an integrated support model aligned to their business goals — with single-threaded ownership from incident intake to fix and release.
Dealers report issues
- Dealers first coordinate with the customer's L1 support team to report an issue
- A preliminary investigation diagnoses and identifies the issue
Issue handling
- Minor issues are handled by the support team
- Unresolved issues are logged in Jira and routed to Adroitent's team
Issue type identification
- Issues categorized as config, code or data; a Jira ticket is assigned to a developer
- Fixes are tested and deployed to the production environment
The model
Single-threaded ownership, incident to release
- One owner from incident intake through to fix and release
- Config, code and data issues handled under a single model
- Faster triage and proactive resolution across the dealer network
- Seamless dealer experience with enhanced service continuity
By the numbers
Faster issue resolution
Minimized disruptions
Enhanced service continuity
Focus on product innovation
By the numbers
Faster issue resolution
Minimized disruptions
Enhanced service continuity
Focus on product innovation
The payoffFaster triage, seamless dealer experience
- Improved resolution efficiency
- Complex challenges were addressed swiftly and effectively, significantly improving issue-resolution efficiency.
- Minimized disruptions
- Proactive resolution minimized disruptions across the customer's extensive dealer network.
- Seamless dealer experience
- Faster triage and enhanced service continuity delivered a seamless, uninterrupted experience for dealers.
- Focus on core business
- With reliable support in place, the customer could concentrate on product innovation and core business operations.
The stack behind itTools & technology
This engagement was delivered as part of Adroitent's Software Engineering Services practice.
Good to knowFrequently asked questions
What is application support and maintenance?
What is single-threaded ownership in support?
What are the levels of IT support (L1, L2, L3)?
How does an issue-tracking tool like Jira improve support?
Why do software platforms need proactive support?
Give your platform single-threaded support.
Integrated, proactive application support from incident to release.