CAI ’s customers get guaranteed service improvements “in writing”
Our Legacy Application Support Experience and Reputation
We have implemented Legacy Application Support in more than 100 engagements, with a 100% success rate, beginning with commercial clients and growing in the public sector. Our successes are based on our repeatable processes coupled with the TRACER: ITSM Tool for measuring team performance and continuous process improvement.
Our Repeated Success in Transitioning Application Support Teams
We know that transition is a critical success factor to meeting your Legacy Application Support goals. CAI has completed well over 100 transitions and our approach has been continuously enhanced over the past 20 years. We can transition your application support to our team and that transition will be completely invisible to the application users.
Commonwealth of Pennsylvania |
Educational Testing Service |
International Monetary Fund |
State of New York |
Virginia Information Technology Agency |
America Online Inc (AOL) |
CIT Group |
Air Products & Chemicals |
Tyco Electronics Group |
Cordis Corp. |
Penn Treaty American Corp |
Wyeth |
E. I. Du Pont De Nemours |
Merck & Co. |
Pennsylvania Power & Light |
Highmark Blue Shield, Inc. |
HIGHMARK BLUE SHIELD
We have supported Highmark continuously since 1988 in virtually all technologies used in their enterprise. We have also assisted them in CPI and in applying our methodology to their own support process; more than 200 of their IT staff use Tracer today, primarily in the Dental Enterprise Information Services (DEIS) division.
Highmark first implemented CAI’s Application Support Methodology Tracer as a pilot in 2001. CAI helped with training, installation/configuration to CAI’s ITSM Tool Tracer to align with the Highmark’s operations support and SDLC processes; held training classes for technical and business staff to correlate the known workflow with the new tool; and helped to test Tracer’s two-way integration with Highmark’s time-reporting system. By the end of the calendar year, the Highmark team involved in the project showed 22.5% improvement in productivity, i.e., the team had accomplished that much more work without having to add staff. Highmark subsequently awarded this team its “2004 Team Excellence Award” for continuous improvement. Their baseline maintenance workload fell from 63% to 51% of labor hours, allowing the staff to thus deploy the time savings to business enhancements.
TYCO ELECTRONICS
“CAI’s Managed Maintenance Solution enabled us
to re-deploy our knowledge workers to our ERP
implementation. By allowing us to focus on this
strategic project, CAI provided a value-added,
win/win proposition.”
Ronald Vance,
Chief Information Officer, Tyco Electronics’
CAI reduced the cost of TYCO’s application support by 50% between 2000 – 2004:
Our Experience and References
We bring best practice expertise to the table. We have supported clients with Legacy Application Support since 1988, and we have a long history of success with these clients.
Our Guarantee for Productivity Improvements
With a full Legacy Application Support implementation, we guarantee productivity improvements. Within the first twelve months of a typical Legacy Application Support engagement, we are able to reduce our FTEs while continuing to guarantee SLAs and throughput. Our service performance is guaranteed in writing and backed up with formal Service Level Agreements.
Our Financial Stability
In these uncertain times, CAI retains a very strong financial position and has experienced double digit growth year on year for the last 15 years.
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