Offshore IT services

Ensuring 24/7 Stability for a Global Luxury Brand with a Dedicated Service Center

A tailored service center solution for reliable global operations

Background

One 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.”

Solution

To 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 managed

Extensive ecosystem maintained without disruption.

99.98 %
Uptime achieved

Improved significantly with PaaS and Centreon.

45 %
Reduction in incidents

Optimized workflows reduced operational failures.

7 years
Collaboration duration

Stable and high-performing dedicated team.

30 %
Operational cost reduction

Automation and efficient processes drove savings.

24/7
Global coverage

Uninterrupted service thanks to redundancy.

Features

After a thorough analysis of the client’s unique digital requirements and industry-specific challenges, Brixio proposed a state-of-the-art solution:

rotating cube
Dedicated service center

Customized for global, multi-time-zone operations.

rotating cube
PaaS migration

Highly scalable and reliable platform.

rotating cube
Advanced monitoring

Proactive real-time tracking with Centreon.

rotating cube
Integrated automation

Reduced repetitive tasks and human error.

rotating cube
Power BI reports

Actionable insights for improved decision-making.

rotating cube
Incident management

Transparent and efficient via JIRA.

rotating cube
Proactive collaboration

Regular stakeholder alignment and reviews.

Primary Benefits

Brixio - Global Picto
Reliable 24/7 operations

Guaranteed stability and coverage.

Brixio - Project based Picto
Enhanced efficiency

Streamlined processes improved productivity.

Brixio - Loop Picto
Improved client satisfaction

Renewed trust from stakeholders.

Brixio - Planning Picto
Optimized costs

Offshore model reduced operational expenses.

Implementation & Methodology

Creating a sustainable service center model for a global luxury brand.

01
#1

Initial assessment:

Comprehensive audit of existing infrastructure and workflows.

02
#2

Service center design

Recruitment and setup of a dedicated offshore team tailored to client needs.

03
#3

Migration to PaaS

Seamless transition with rigorous testing to ensure zero disruptions.

04
#4

Technology integration

Deployed Centreon and JIRA for proactive incident management and collaboration.

05
#5

Continuous improvement

Performance monitoring and ongoing optimization of workflows.

ToolBox

Technologies we used

brixio-sitecore
brixio-Microsoft_Azure
brixio-power-bi
brixio-Microsoft-Azure-DevOps

“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 Insights

Building 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.