Indorama Ventures Xylenes and PTAs (IVXP), a subsidiary of the global chemical giant Indorama Ventures, specializes in the production of petrochemicals, polyester, and synthetic fibers.
Challenge
An acquisition positioned IVXP with a portfolio of bespoke and commercial business applications supported by an offshore-based team from a well-known and well-established player in the global IT services and support industry. IVXP, however, was dissatisfied with the quality and service they received. Facing delays and quality issues with application support critical to plant operations at their Decatur, Alabama facility, IVXP leadership looked to CTG to provide onsite managed support of their application portfolio in addition to the support services CTG was already providing for IVXP’s SharePoint environment.
Solution
CTG, with its expertise in onsite, offshore, and blended Application Management Services, stepped in to deliver a transformative solution to significantly improve the quality and timeliness of IVXP’s application support and development needs. CTG’s engagement with IVXP aimed to centralize application support under our award winning and proven methodology. This model leverages an onsite technical lead, backed by additional onsite and remote support staff, all of whom work under the guidance of CTG’s Energy Sector delivery leadership. This restructuring sought to enhance the management, quality, and timeliness of both break/fix support and application enhancement requests across IVXP’s application portfolio. During the engagement, IVXP transitioned from their offshore-based support model to CTG’s managed services support model. The support included:
- Incident and problem response and resolution
- Access requests/verification
- Upgrades, enhancements, and customizations
- Performance against defined SLAs/OLAs
- Coding standards and source code management
- Knowledge base and documentation development
- License and version/patch management
- Data security/management
Results
The successful application support provided by CTG enabled IVXP to similarly engage CTG’s blended service delivery model for application development, resulting in quality applications delivering business efficiencies in areas such as:
- Invoice approvals
- Reliability investigations
- Health, Safety, Security, and Environment (HSSE) audits
IVXP’s ability to utilize the same trusted team for both support and development underscores the value of CTG’s integrated Application Management Services Solution.