Enhancing IT Help Desk Support for HeartcoreCMS System

Luvina implemented an IT helpdesk support project focusing on resolving issues related to the HeartcoreCMS system. The main challenge is investigating and resolving errors encountered by end users, which requires a deep understanding of both the Java development process and HeartCore’s business processes.

Country: Japan
Service: Support desk
Technology:
+ Server side: Java, Spring, JSP
+ User interface: ReactJS, HTML5, CSS
+ Testing tool: Selenium
Scale: 10.25 man-months
Model: ODC project, automatically renews when the contract expires (every 3 months)

We are honored to cooperate with a leading Japanese technology company specializing in Content Management System (CMS) solutions. With outstanding market share, our client is a pioneer in providing innovative and effective CMS technology solutions.

1. The HeartcoreCMS system is complex, making it difficult even for our own customers to effectively diagnose and resolve problems. Therefore, they hope Luvina can help provide effective solutions.
2. The project lifecycle is long, causing the support team’s workload to increase significantly.
3. Knowledge retention and transfer become important, especially when team members rotate or load new human resources to join the project.
4. Ensuring high levels of customer satisfaction in terms of quality standards despite the challenging nature of the project is our primary concern.

1. Our team has invested significant time in understanding the HeartcoreCMS architecture, ensuring that we can effectively troubleshoot even the most complex problems.
2. Luvina solves large and difficult workload challenges by providing human resources with extensive Java experience and a comprehensive grasp of system operations. This allows us to respond promptly to system problems and errors, and provide professional guidance on how to use the system.
3. We ensure comprehensive documentation and knowledge transfer of system operations, problems, and solutions, facilitating the onboarding process of new team members.
4. With the spirit of dedication, Luvia always responds to customers regularly. Continuous improvement initiatives are also implemented to address concerns and enhance the overall customer experience.

The project was not only completed on schedule but also met the highest quality standards. Customers expressed high satisfaction and continued to place their trust in Luvina for their important projects. In addition, our customers noted the outstanding development of the Luvina development team and expressed their intention to recommend our services to other partners.