THE CUSTOMER

Pakistan Mobile Communications Limited, doing business as Jazz, is a Pakistani mobile network and internet services provider in Pakistan formed by the merger of Mobilink and Warid. It provides a range of services for prepaid and postpaid customers to individual and corporate clients. Its Head Office is located in Islamabad. Jazz is one of the most popular telecom brands of Pakistan and it is a complete eco-system for its consumers bringing Jazz Super 4G, Jazz Cash, Jazz Wi-fi Devices and much more to facilitate consumers at every touch point of their lives.

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Like any other business Jazz wanted to be more agile in its processes, business operations and administration. For this Jazz wanted to focus on their core business by outsourcing their technical support of major business applications. The firm identified that outsourcing this area made strong financial gain allowing them to focus on their core competencies and other business areas required to bring in more revenue in company while the technical support was handled by a trusted technology partner.

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Hiring and managing professionals with relevant expertise and skills for every new project is an exhausting task for any organization. This is where KalSoft helped Jazz and provide fully managed resource outsourcing and support services to them. With resource outsourcing and support agreements, KalSoft enabled them to focus on their core business, while KalSoft managed their technical requirements related to different projects. Our certified and talented pool of web designers, software engineers, programmers, and technical architects have vast experience across several industry domains which adds tremendous value to our clients’ projects. KalSoft’s flexible engagement model offers both options: either our resources can be outsourced to client end on site or the project can be outsourced to us in-house remotely – this adaptability helps us to best fit according to our clients outsourcing requirements.
KalSoft provided support to Jazz for their ongoing running applications for business continuity based on the following platforms:

• Microsoft SharePoint & EPM
• .Net 2.x/4.x
• iOS, Android
• PHP 3.0 / IIS 6.0
• OpenText Hummingbird eDocs
• Nintex workflows

KalSoft provided support in resolving issues of their existing application as well as developed new applications for them including different portals for incidents, litigations, different consumer and employee self-help mobile apps etc. The agreement outlines following services; performing health checks on individual applications and platforms, providing customer call support if an individual user faced issue, resident engineers to be outsourced to customer office, back office consultant support for major issue rectification, backup and disaster recovery management, server and application maintenance, system and server readiness/installations/configurations in case of new systems.