Issue / Requirement Management Process

Once the requirement / Issues are logged in by our customers in the CRM tool, we take these into our internal process. We have set of tools deployed in-house which enable us to manage the process of change management in a ways most desirable.

Each request coming in from CRM is logged into our internal CHANGE MANAGEMENT tool and a token number is assigned to it. Customers are notified about this number so that the request can be tracked all time.

The request whether it is a bug or change or new functionality, goes through a set of process which is a controlled pre-defined process. Senior professionals prepare impact analysis, relevant experts in our organization review the same and only upon approvals and proper analysis the change is taken for development. This ensures controlled code changes to deliver quality. Customers are regularly updated on the status based on a pre-assigned token number.

Relevant software patches are deployed at the Customers site after the changes have been certified by our experienced Quality Control department. Our Customer Service Engineers are invariably kept in the loop of the possible changes. They in turn are required, as a discipline, to keep their customers updated on such developments.