F&B Manufacturer and Distributor
Delivered End-to-End Maintenance and Support for DRC’s Mission-Critical Applications Seamlessly
About Project
Dubai Refreshment Company (DRC) is a leading F&B manufacturer and distributor in the Lower Gulf, known for its legacy with PepsiCo since 1962. With cutting-edge facilities and over 30 years in smart vending, DRC delivers top beverage brands like 7Up, Aquafina, and Lipton Iced Tea. Guided by strong values and a commitment to innovation, DRC aims to lead the region with excellence, integrity, and a people-first approach.
F&B Manufacturer and Distributor
BusinessNorth America
Location
Business Goal
Our business goal was to provide end-to-end maintenance and support for DRC’s critical mobile and web applications. We ensured seamless operations through proactive bug fixes, server monitoring, performance tuning, and regular updates. With dynamic resource allocation, a skilled team, defined SLAs, and transparent ticket and change request management, we aimed to maintain high system uptime, data security, and uninterrupted user experiences—all while aligning with DRC’s business continuity and growth objectives.
Project Highlights
- Application Maintenance Services
- Web and Mobile App Support
- Server Monitoring and Management
- Change Request Implementation
- Technical Resource Allocation
Enhanced Features
Key Challenges
Resource Allocation Challenges
Faced difficulties in balancing dynamic resource needs across multiple concurrent applications and tasks.
Server Security Maintenance
Ensured consistent server uptime while tackling evolving security threats and patch requirements.
Managing Change Requests
Managed overlapping change requests and enhancements without disrupting the ongoing maintenance schedule.
Urgent Ticket Response
Responded to critical tickets within tight SLA windows, requiring immediate coordination and resolution.
Our Solutions
Implementing an Effective Dynamic Resource Allocation Strategy
We implemented a Dynamic Resource Allocation Strategy to manage shifting workloads efficiently. Our team identified peak support periods and flexibly deployed developers, system administrators, and QA experts based on real-time needs. This allowed us to swiftly address urgent issues like bug fixes or system failures without compromising progress on other ongoing tasks. By optimizing team bandwidth and aligning resource deployment with priority levels, we ensured high responsiveness and seamless execution across all applications and platforms under maintenance.
Comprehensive Guide to Server Monitoring and Security Protocols
We introduced a comprehensive Server Monitoring & Security Protocol to tackle uptime and security concerns. This included 24/7 server monitoring, automated threat detection, and the timely application of security patches. Regular server health checks and performance audits were conducted to identify vulnerabilities preemptively. We also developed and maintained a disaster recovery plan to ensure rapid restoration during unexpected failures, minimizing downtime. This proactive approach significantly boosted server reliability and reinforced data protection across all hosted environments.
Streamlined Process for Effective Change Request Management
We established a structured Change Request and Enhancement Management Process to handle evolving requirements. Using tools like JIRA, we logged, tracked, and prioritized each request based on urgency and business impact. Our team provided time and effort estimates upfront, ensuring alignment with the client’s expectations before execution. This transparent workflow prevented overlap with other support tasks, enabling smooth implementation of changes while maintaining system stability. It also improved communication and allowed for efficient resource planning for each enhancement.
A Comprehensive Guide to Priority-Based Ticket Management
To effectively address urgent requests, we implemented a Priority-Based Ticket Management System. Tickets were categorized by severity—urgent, high, medium, or low—and managed accordingly. A dedicated team and a standby account manager ensured immediate action on high-priority issues. SLA-based timelines were strictly followed to maintain service quality. This methodical approach reduced response times and improved issue resolution consistency, ensuring uninterrupted business operations and boosting client confidence in our support capabilities.
Our Approach
We developed a reliable backend for a leading brand with dynamic resourcing, SLA-driven support, proactive maintenance, and user-focused design for a seamless consumer experience.
Allocation
Ticketing
Optimization
Communication
Technology Stack
Front-end Technologies
ReactJs
React Native
Back-end Technologies
ReactJs
React Native
Server
ReactJs
React Native
Database
ReactJs
React Native
Cloud
ReactJs
React Native
Project Management Tools
ReactJs
React Native
Framework
ReactJs
React Native
Analytics and Monitoring Tools
ReactJs
React Native
Key Results
Optimized Resource Use
Smart allocation ensured faster task completion and reduced resource-related delays.Improved Server Uptime
Proactive monitoring minimized downtime, ensuring smooth operations and enhanced data security.Efficient CR Handling
Streamlined CR process improved delivery timelines and ensured consistent application performance.Swift Issue Resolution
SLA-driven ticketing ensured urgent issues were addressed quickly, boosting client satisfaction.
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