Support Warehouse: Extend and Improve your IT support services

Top-tier IT hardware support and maintenance firm with 16 years of experience.

webUI/UXdevOpse-commercepaymentsfinTechJavaSpring FrameworkApache WicketMySQLApache Stack

LocationUK

IndustryE-commerce

CooperationDedicated Team

Duration02.2020 - 09.2023

Team Size3

Client intro

Support Warehouse is a top-tier IT hardware support and maintenance firm with 16 years of experience. They specialize in streamlining IT hardware support services, maintaining IT assets and service contracts, and lowering maintenance expenses. Currently serving more than 10,000 customers from 25 countries worldwide.

10K+Customers

10+OEM Partners

25+Countries

16+Years on Market

Feedback

Muhammad Anwar Akwar

Head of System DevelopmentSupport Warehouse

“Jappware is an excellent combination of technical and management capabilities.

They helped me to architect my product better so it could scale vertically in terms of the number of customers and handle complex tasks.

I would recommend Jappware and appreciate working with this team.”

Solutions

IT

Management of IT support services

OEM

OEM service agreements management

Problems

Lack of experienced engineers ready to work with poorly documented project

Multiple failed project handovers have complicated code management and updates

Numerous bugs in the system

Project development could not keep up with business requirements

Overcomplicated business flows

Challenges we faced

Obsolete tech-stack of the core system
Outdated documentation
Absence of structured development processes
No proper QA process, the quality of the product relied on the user testing only
Limited ability to investigate issues and test functionality due to GDPR + DPA limitations

Our working flow

Providing dedicated team services, we grant a flexible approach to structure our team, a fast and predictable hiring pipeline, a trustful delivery process, and a business requirements investigation strategy.

Discovery

Discovery of the business needs and challenges

Requirements

Receive and negotiate the vision and requirements

Team

Research and hire result-oriented talents on the market that fit expectations

Refactoring

A continuous process of new feature development, including old code refactoring and bug fixes

Satisfaction

Continuously investigate and improve the delivery process and customer satisfaction

Result

Contribute maximum effort to bring better results than expected

Expertise

End-to-end Web Development

Using the same technology for back-end and front-end, we've conducted end-to-end web development, bringing an app to extremely new User Experience and performance. We fixed and added tests, as well as updated the core documentation.

DevOps

We've set and introduced a practical CI/CD approach to the entire development process that increased the speed of delivery and significantly decreased the release cycle.

Technologies

Results

Documentation

Reverse-engineered a lot of functionalities to recreate and update documentation.

Robust System

Upgraded system software that increased compatibility and eliminated security threats and vulnerabilities.

Delivery

Transparent and predictable value delivery process: introduced project management best practices, cleaned up and prioritized product backlog, and established continuous delivery.

Impact

Our support played a vital role in ensuring the continuous growth of our customer's business. By providing high-quality services and incorporating all necessary features and functionality, we unshackled development progress and helped our customer to deliver exceptional client experiences. As a result, the entire company achieved positive financial outcomes, solidifying its success in the market.