FOX web applications support
L'Oréal USA · Support Lead · Offshore Coordinator
Ran the support of FOX, the web applications VISEO had built for L'Oréal USA's sales teams (order entry, allocations and promotions), with on-site and offshore developers.
- Client / organization
- L'Oréal USA
- Consulting firm
- VISEO USA
- Role
- Support Lead · Offshore Coordinator
- Period
- 2015 - 2016
- Duration
- Part-time
- Location
- Berkeley Heights, New Jersey, USA
- Work mode
- On site at the client
- Team
- On-site and offshore developers
Business context
Besides SAP, VISEO had built a set of web applications for L'Oréal USA, known as FOX: Mosaic and ROE for order entry, PAS for product allocations and quotas, and Passport for promotions and order forms. They exchanged orders and master data with SAP through SAP PI interfaces. Their support ran as a monthly contract shared between on-site and offshore developers.
Key contributions
- Ran the FOX support contract with on-site and offshore developers: bugs, maintenance and enhancements across Mosaic, ROE/PAS and Passport.
- Produced the monthly support review for L'Oréal: tickets created and closed per month and per application, hours per request and invoicing.
- Analyzed incidents at the boundary between the web applications and SAP, on the SAP PI interfaces for orders, order status and quotas.
Responsibilities in detail
Support management
- Triaged and assigned incoming tickets between on-site and offshore developers.
- Tracked tickets by type (bug, maintenance, enhancement) and by application.
- Prepared the monthly performance indicators and invoicing for the client.
- Ran the monthly review meeting with L'Oréal USA IT.
SAP integration
- Analyzed issues on the SAP PI interfaces between the FOX applications and SAP (orders, order status, quotas).
The applications
FOX was the family of web applications that L'Oréal USA's sales organization used next to SAP:
- Mosaic and ROE (remote order entry) to create and follow orders;
- PAS to manage product allocations and quota violations;
- Passport to build promotions, order forms and their allocation templates.
They read and wrote SAP data through SAP PI interfaces, so many incidents sat at the boundary between the web layer and SAP.
Running the support
Support ran as a monthly contract. Each month I reported to L'Oréal USA IT the tickets created and closed per application and per type, the hours spent on each request by the on-site and offshore developers, and the resulting invoicing, including the share covered by the go-live budget of a new release.