Relationship Growth

• Singapore Government organisation
• Started with AMS Marketing applications and was selected to extend support to Performance management application (balanced score card)

Snapshot of Engagement

• Completely outsourced AMS model managed by SLAs
• Partnership with industry leader SAS
• Service performance beyond SLAs to achieve customer delight
• Delivery of numerous value adds to
  • Achieve application stability
  • Improve ease of use
  • Attain faster turn around

Portfolio of Services

• Application maintenance
• Application support
• Application enhancement
• New report functions

Technology

• SAS Campaign Studio
• SAS Enterprise Miner
• SAS Data Integration Studio
• SAS Information Map Studio
• SAS Base

Key improvement initiatives carried out

• Initiated change in campaign design and execution procedures to reduce time significantly
• Resolved development environment configuration issues to mitigate development, testing and deployment risks
• Developed campaign best practices to increase productivity for users
• Initiated and delivered systemic benefits by porting reporting function from other applications to SAS
• Removed complexity from user administration option

Key Success Factors

• Service delivery exceeded SLA–consistently achieved 100%
• Emerio’s proven MS methodologies and processes
• Top notch team to provide best in class service to the customer
• Transparency across all levels
• Continuous improvement approach to achieve application stability for effective utilisation of team bandwidth.