Handling 36,000 plus tickets per quarter stretched internal teams and put SLA driven operational support at risk through delayed resolutions and potential SLA breaches.
Accelerated Resolution Time by 30-35% for a US CX Enterprise with Enterprise Data Lake Platforms
TxMinds delivered SLA driven operational support across data warehouse analytics and enterprise data lake platforms. Through enterprise managed services and 24x5 coverage, we ensured consistent uptime, disciplined incident management, and strict SLA adherence.
Modernize Data Operations With TxMindsSummary
TxMinds partnered with a CX organization to deliver enterprise managed services for data platforms in a high-volume, multi-client environment, handling 36,000+ tickets per quarter. As the CX managed services provider, we supported data warehouse analytics and enterprise data lake operations with 24x5 coverage, achieving 99.8%+ SLA compliance and 30–35% faster resolution time. The engagement stabilized complex hybrid platforms and created a strong managed services base for modernization and growth.
Overview
The client is a major player in the CX managed sector in the United States, operating a multi-client environment that demands constant uptime. Their technology landscape spans data warehouses, databases, and reporting platforms, and a hybrid mix of legacy and modern tools.
As operational complexity increased, the client required a managed services partner capable of bringing scale, governance, and consistency to its data platforms. TxMinds partnered to establish standardized operational processes and enterprise-grade support, enabling stable performance while supporting ongoing data platform modernization initiatives.
Challenges
The client faced operational challenges in managing high-volume support demands while maintaining stability across a complex hybrid data platform environment.
High Volume Workloads
Ecosystem Complexity
Managing a hybrid estate spanning SSIS and Oracle alongside ADF and the enterprise data lake demanded broad platform expertise. This made consistent prioritization across data warehouse and analytics platforms difficult.
Solution
We delivered SLA driven operational support through enterprise managed services for data platforms, data warehouses and analytics platforms. As a trusted CX managed services provider, TxMinds ensured 24x5 continuity with structured incident orchestration across multiple support towers.
Enterprise Managed Services for Data Platforms
TxMinds deployed an enterprise-scale managed services model across data warehouses, databases, and schedulers, delivering 24x5 operational coverage with on-call support to protect uptime and meet SLA commitments.
SLA Driven Incident Orchestration
TxMinds implemented a structured multi-tower support framework to streamline triage, ensure efficient incident prioritization, and maintain seamless operational continuity.
How TxMinds Managed Services Helped the Client
24x5 Operational Continuity - 24x5 coverage with an on-call support ensured the reliable availability of critical systems.
Reliable SLA Adherence - Disciplined triage and prioritization reduced delays and minimized SLA risk.
Seamless Transition - Supported the critical Enterprise Data Lake transition while keeping operations stable.
30–35%
Reduction in Average Resolution Time - Accelerated incident turnaround through structured multi-tower orchestration and disciplined triage.
99.8%
SLA Compliance - Maintained strict SLA adherence across high-volume data warehouse and enterprise data lake operations.
36,000+
Tickets Managed Per Quarter - Sustained high ticket volumes were managed without disrupting day-to-day operations.
SLA Driven Managed Services That Kept Operations On
By partnering with TxMinds, the client transformed day-to-day operations into a stable and scalable managed services model. Tx offered SLA driven operational support and enterprise-managed services for data platforms. We ensured consistent uptime, predictable performance, and reliable service delivery across data warehouse, analytics, and enterprise data lake environments.
This engagement highlights TxMinds’ strength as a leading managed and CX managed services provider.
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