Case Study: US-Based Workflow Automation Platform Provider accelerates backlog reduction with Persistent Systems

US Workflow Automation Leader Accelerates Backlog Reduction to Enhance Customer Experience

Persistent Systems helped a US-Based Workflow Automation Platform Provider, a leading provider of end-to-end process intelligence and workflow automation solutions for Fortune 500 companies, address a growing defect backlog in its Platform Provider Forms product. The customer needed to reduce support tickets and improve response times to protect customer experience across its form design and construction environment.

Persistent Systems assembled an offshore team of 8 engineers to review the backlog, learn the platform, and take on defect resolution before expanding into feature enhancements for the Forms product. The effort cut the defect backlog to 95 cases, with a target of fewer than 10 by November 2022, and improved defect-fix velocity by 50%, with potential to extend support to the Platform Provider Workflow product.