L2 Support and Data Migration for Loyalty Management SaaS with 70K+ Active Users
About Our Client
The Client is a technology company headquartered in Austria. It helps merchants and brands engage more effectively with consumers by delivering personalized offers and messages through payment platforms.
Need for Specialized Skills to Support Legacy Software
One of the Client's key products is a loyalty management platform designed to drive repeat sales in the fuel retail industry. This SaaS platform consists of customer and partner portals. Customers (fuel buyers) can easily track their discounts and rewards, while partners (fuel retailers) can monitor customer interactions and loyalty program performance metrics seamlessly. The platform serves over 70,000 active users and handles between 400,000 and 600,000 transactions monthly.
The Client was undergoing a significant IT transformation and migrating this loyalty product from an old software system to a new one. This transition required robust user support for the old software system and meticulous monthly data migration to ensure smooth operation while both software solutions ran in parallel. To reduce the burden on its in-house IT department, the Client turned to ScienceSoft for a professional team that would be able to quickly grasp the specifics of the old system and effectively manage user support and data migration tasks.
L2 Support and Data Migration During Parallel Operation of Old and New Systems
To address the Client’s challenges, ScienceSoft provided a dedicated team consisting of a software engineer and a business analyst. Over the first 8 months, they actively managed the L2 support and data migration tasks. As the migration project neared completion, their role gradually became more passive. During the final 3 months, ScienceSoft’s specialists remained on standby to assist on demand.
Onboarding and knowledge transfer
The collaboration began with a thorough onboarding process. Given the complexity of the old software system and the lack of documentation, ScienceSoft’s team arranged meetings with the Client’s software development vendor to understand the old system's architecture and the common user issues. We documented every detail meticulously, creating a comprehensive knowledge base that served as a reference throughout the project and allowed us to handle user support queries and data migration tasks more effectively.
L2 support
Once the knowledge transfer was complete, we focused on managing L2 support tasks, dealing with tickets from both fuel buyers and fuel retailers.
Our business analyst received tickets from the product management team on the Client's side as well as directly from the fuel retailers. Tickets from fuel buyers often arrived in batches every few weeks, requiring our business analyst to prioritize them based on urgency and impact. In contrast, employee tickets were forwarded to us immediately and treated as urgent, with a strict resolution timeframe of 24 to 48 hours to minimize disruptions to daily operations.
To address issues, we examined the system's back-end code and logic, checked data logs, and cross-referenced reports. Our developer provided technical support by accessing the server, running SQL queries, and using Bash scripts to retrieve necessary data.
Scheduled data migrations
Monthly, weekly, and daily data migrations were essential to maintain data integrity between the old and new systems. Data was automatically generated at these intervals, and our developer manually verified its integrity to identify any migration errors. We promptly flagged and communicated discrepancies to the Client's in-house IT team for swift resolution.
During large-scale monthly migrations, the fuel retailer portals had to be temporarily disabled. This required careful planning and coordination with the Client's team, who maintained a detailed schedule of the affected fuel retailers each month. Our close collaboration helped to minimize disruption and ensure all stakeholders were informed and prepared for the temporary downtimes.
ScienceSoft’s team utilized PuTTY to establish secure remote server connections and execute necessary tasks without compromising data security. We also implemented Bash scripts to automate repetitive tasks like link deletions and HTML modifications, enhancing efficiency and reducing errors during large-scale migrations.
Successful Migration with Minimized Disruptions
Within 11 months of collaboration with ScienceSoft, the Client successfully migrated its loyalty management SaaS. ScienceSoft’s team helped maintain the smooth parallel operation of both the old and new systems during the migration, ensuring data accuracy during monthly, weekly, and daily data migrations, minimizing disruptions caused by necessary SaaS disablements, and resolving critical user issues within 24–48 hours.
Technologies and Tools
PuTTY, Bash, SQL, HTML
