HomeEnsuring 24/7 Stability for a Global Luxury Brand with a Dedicated Service CenterOffshore IT servicesEnsuring 24/7 Stability for a Global Luxury Brand with a Dedicated Service CenterA tailored service center solution for reliable global operations BackgroundOne of the largest luxury cosmetics brands in the world, with operations across the Americas, EMEA, and APAC regions, faced persistent challenges in managing its global digital ecosystem. Their Sitecore-based platform, hosted on Azure, supported over 400 brand-specific websites, serving as the foundation of their global identity and marketing efforts. However, frequent disruptions, limited on-call support based in Paris, and inefficiencies in coordination led to stakeholder dissatisfaction and operational risks. “Brixio’s dedicated service center has been transformative. They not only resolved our stability issues but restructured our global operations for optimal performance.”“The critical challenge was integrating a user-friendly platform with existing back-end systems and POS, essential for personalized experiences across multiple restaurant partners.”SolutionTo address these challenges, Brixio established a dedicated offshore service center, offering tailored expertise and robust operational management.A dynamic global service center: A 10-member team with strategically defined roles:Cloud engineers ensuring 24/7 availability.DevOps specialists optimizing workflows.A cloud architect driving stability and scalability.A delivery manager overseeing client communication and operations.Strategic technology migration:Transitioned the platform to a Platform-as-a-Service (PaaS) architecture, enhancing scalability and reducing downtime.Proactive incident management and automation:Implemented Centreon for continuous real-time monitoring and alerts.Integrated JIRA for collaborative and transparent incident resolution with the client.Automated repetitive tasks to minimize human error and optimize resources.Client-centric reporting and alignment:Delivered automated weekly and monthly reports using Power BI for actionable insights and stakeholder alignment.Held regular review meetings to anticipate needs and adjust priorities dynamically. 400 +Websites managedExtensive ecosystem maintained without disruption. 99.98 %Uptime achievedImproved significantly with PaaS and Centreon. 45 %Reduction in incidentsOptimized workflows reduced operational failures. 7 yearsCollaboration durationStable and high-performing dedicated team. 30 %Operational cost reductionAutomation and efficient processes drove savings. 24/7Global coverageUninterrupted service thanks to redundancy.FeaturesAfter a thorough analysis of the client’s unique digital requirements and industry-specific challenges, Brixio proposed a state-of-the-art solution: Dedicated service centerCustomized for global, multi-time-zone operations. PaaS migrationHighly scalable and reliable platform. Advanced monitoringProactive real-time tracking with Centreon. Integrated automationReduced repetitive tasks and human error. Power BI reportsActionable insights for improved decision-making. Incident managementTransparent and efficient via JIRA. Proactive collaborationRegular stakeholder alignment and reviews.Primary Benefits Reliable 24/7 operationsGuaranteed stability and coverage. Enhanced efficiencyStreamlined processes improved productivity. Improved client satisfactionRenewed trust from stakeholders. Optimized costsOffshore model reduced operational expenses.Implementation & MethodologyCreating a sustainable service center model for a global luxury brand.01#1Initial assessment:Comprehensive audit of existing infrastructure and workflows.02#2Service center designRecruitment and setup of a dedicated offshore team tailored to client needs.03#3Migration to PaaSSeamless transition with rigorous testing to ensure zero disruptions.04#4Technology integrationDeployed Centreon and JIRA for proactive incident management and collaboration.05#5Continuous improvementPerformance monitoring and ongoing optimization of workflows. ToolBoxTechnologies we used “Brixio’s service center revolutionized our operations. Their proactive approach allows us to focus on strategic goals while they ensure smooth digital operations.”Brixio’s InsightsBuilding a dedicated service center lies at the heart of our commitment to delivering seamless IT operations for global enterprises. This project demonstrates how our tailored offshore solutions not only solve immediate challenges but also empower clients to scale their operations with confidence and cost efficiency..Ready to establish your custom service center for streamlined digital operations?Contact us today to explore how we can help transform your IT landscape. Request a call back Request a call back
“Brixio’s service center revolutionized our operations. Their proactive approach allows us to focus on strategic goals while they ensure smooth digital operations.”