Wizeline and Arc XP Partner for Professional Services and Platform Development
Arc XP is a software-as-a-service (SaaS) digital experience platform originally built by The Washington Post for its own newsroom. Today, Arc’s platform has expanded to enable enterprise companies, retail brands, and media & entertainment organizations to create and distribute content, drive digital commerce, and deliver powerful multi-channel experiences. Arc launched its partnership with Wizeline in August 2019 focused on platform support. Over time, the partnership expanded to include professional services that could scale with Arc’s sales efforts. Each new customer on Arc’s platform is offered custom development support from a team with deep platform expertise. Today, Arc also leverages Wizeline’s capabilities for core platform development and product evolution.
Wizeline was selected for this opportunity because its nearshore services model aligned well with Arc’s business and customer locations. Wizeline’s teams of high-quality engineers, located in the same time zones as Arc’s customers, would increase Arc’s overall time-to-market. Wizeline was able to provide engineering support in a quick-to-scale model that helped extend Arc’s internal engineering capacity.
Wizeline’s engineers also had the opportunity to provide training for Arc’s engineering teams, helping to increase productivity with 24/7 support across three global regions. Working as an implementation partner for Arc’s customers, Wizeline was able to make introductions and help strengthen new and existing relationships.
Arc XP was one of Wizeline’s first customers in its now-growing Product Evolution practice. The charter of the Product Evolution practice is to manage and optimize a customer’s existing applications, as well as add new features to meet new business requirements, streamline processes, improve workflows, and reduce waste or risk.
For platform support, Arc required technical individuals with experience managing L2 support. Arc was experiencing an increased support workload from the expanding customer base, which was resulting in platform engineers spending less time on product innovation. In addition to the competing demands, the support work was performed inconsistently across the platform’s products due to informal standards for internal tools and documentation. It was important for Arc to deploy a scalable process that allowed for customer response and continued platform innovation for current and future customers.
As Wizeline was onboarded, the team completed a one-month knowledge transfer followed by a three-month stabilization period. By month four, Wizeline took ownership of three products and eventually scaled up to manage 10 internal Arc products.
Arc’s headless CMS consists of an ecosystem of intuitive tools and streamlined workflows to help content teams deliver meaningful content to their audiences faster. The tech stack was determined by Arc’s engineering team and was developed using various programming languages and AWS technologies. Wizeline engineers gained access to the required tools and education to learn all relevant technologies to be proficient across the entire tech stack in just a few short months. The technologies employed by Arc and integrated by Wizeline are as follows:
Amazon Web Services (AWS) Solutions
- ECS (Elastic Container Service)
- Kafka (MSK)
Result: Fewer Tickets, Optimized Processes, and Increased Delivery Efficiency
In terms of success, Arc focused on client satisfaction, on-time delivery, and overall quality of software performance. It was also critical to Arc that the Wizeline team could retain platform knowledge with low turnover and a quick time-to-staff for new roles. Here are some of the highlights of the engagement so far:
- Ticket reduction: Wizeline dramatically reduced L2 Kanban board tickets requiring escalation to L3 by 49% after new process improvements.
- Support process improvement: Wizeline created a collaborative process with a tight communication framework across the platform engineering teams, which increased response velocity and incident resolution where more than one product was impacted.
- Increased process visibility: Wizeline added analytics to the support process that allows Arc and Wizeline to identify trends that feed continuous improvement efforts.
- Increased efficiency: Wizeline implemented a triage step for all new tickets to review if all required information was available before migrating it to the team’s to-do list. The incident ticket remains in triage until the reporter completes any missing information. This additional step allows the team to focus only on qualified tickets.
- “Train the trainers”: Since taking ownership of Arc products, Wizeline has become responsible for training the new team members, both from Arc and Wizeline.
In addition to providing the full suite of product evolution services for Arc, Wizeline has also helped to onboard and launch four Arc customers on the platform, customizing the environment to meet their needs as leading media companies.
Today, Arc XP continues to lean on Wizeline to stabilize and improve its solutions, which has led to continued customer growth. Wizeline and Arc continue to expand their partnership for additional capabilities and geographic markets.
Wizeline is a software development and design services company with operations in the U.S., Mexico, Vietnam, Thailand, Australia, and Spain. Wizeline partners with global enterprises and scaling startups to build end-to-end digital products. If you’d like to learn more, please visit www.wizeline.com or check out more case studies.