Maintenance of Multiple High Performance Websites
Bonnier undertook a strategic initiative to consolidate its 60+ online publications on a single Content Management System (CMS) in order to ensure uniform functionality, minimize maintenance costs, and to streamline online ad delivery and maximize ad revenues.
After starting as a small bookstore and publishing firm in 1804, Bonnier Group grew to become a multi-channel media company with a full range of media in 175 companies across 16 countries. This growth created challenges that, if addressed, would streamline operations and lower costs.
Bonnier set a strategic initiative to consolidate its 60+ online publications on a single Content Management System (CMS) to ensure uniform functionality, minimize maintenance costs, streamline online ad delivery, and maximize ad revenues.
Maintenance of the newly migrated websites running on a single platform presented new challenges. Multiple internal and external teams were continuously delivering websites with added functionality. The sites themselves used numerous custom components that enhanced the capability of the CMS, including SMS modules, sales and marketing systems, outside search service, mobile applications, etc.
Bonnier engaged First Line Software to provide 24x7, 3rd level support for the 25 plus newly migrated websites as they went live, as well as several Bonnier Intranet websites.
First Line worked closely with Bonnier to develop the optimal maintenance and support processes and procedures. First Line’s responsibilities included reproducing defects, estimating severity, and triage and prioritization of maintenance tasks. While working on defect resolution, First Line specialists used innovative and highly effective estimation techniques (such as Scrum Poker and Kanban). First Line resolve defects and delivers new functionality by meeting several quality metrics.
First LIne uses an innovative technique to prevent personnel fatigue in a high-pressure environment. They rotate engineers across delivery and maintenance teams sprint by sprint, which ensures knowledge dissemination and retention across all team members.
First Line created a highly effective maintenance team that provides 3rd level 24x7 support to a broad range of websites. They developed a seamless and transparent process to accommodate several internal and external delivery teams, maintain a high-performing support hotline with the client, and ensure proper knowledge management across several teams.
Team size: 15
Methodology: Scrum, Kanban
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