Case Study Consolidating Global Operations: An AMS Model for a Renewable Energy Leader
How we implemented a unified Application Managed Services (AMS) model for NetSuite, Darwinbox, and Rydoo for a global renewable energy leader.
The Client
A global renewable energy developer optimizing its international operations.
The client is a leading United States-based renewable energy and sustainability services enterprise. They focus on developing, financing, building, and operating renewable energy assets, including large-scale solar farms, wind energy installations, and advanced battery storage systems. Operating across North America, Asia, and Europe, the company is at the forefront of the global transition to a zero-carbon economy. Their infrastructure projects provide clean, sustainable power to municipal grids, corporate buyers, and utility networks.
Operating a multinational utility enterprise requires highly efficient administrative and operational systems. The client's global workforce is distributed across different continents, including core offices in the United States, Japan, Italy, and Spain. To manage this international team and coordinate operations, the company relies on several critical enterprise platforms: NetSuite for global financials and ERP systems, Darwinbox for human resource management and employee directories, and Rydoo for corporate expense tracking and travel management.
Because their teams operate in different time zones and environments, these enterprise applications must remain continuously available, secure, and aligned with local financial and labor regulations. Any issue with payroll processing, expense validation, or financial reporting can delay project development and affect vendor relationships. To maintain operational speed, the company required a reliable, centralized application support model.
The Challenge
Fragmented support vendors, implementation delays, and multi-country operations.
Prior to our partnership, the client's global operations were burdened by fragmented application management. Each of their primary enterprise applications (NetSuite, Darwinbox, and Rydoo) was supported by a different external software vendor. This fragmented model meant that the client's internal IT department had to manage multiple service level agreements, navigate varying support processes, and coordinate with different points of contact to resolve basic issues.
This vendor silos resulted in significant communication delays and support bottlenecks. When an employee faced an issue that spanned multiple platforms, such as an expense routing error in Rydoo triggered by an organizational change in Darwinbox, vendors often passed responsibility to one another, delaying the resolution. Furthermore, with active users in the United States, Japan, Italy, and Spain, their teams required continuous 24/7 technical support. Under the legacy model, regional users faced long delays when logging issues outside of a vendor's primary operating hours, affecting operational efficiency.
Enterprise platforms were supported by separate vendors, leading to communication silos.
Lack of a single point of contact delayed the resolution of cross-platform issues.
Support teams lacked 24/7 coverage, leaving international users without timely assistance.
Fragmented system management delayed software upgrades and customized feature rollouts.
What our audit found
Analyzing workflow dependencies and ticket resolution gaps.
Our enterprise solutions team conducted a thorough review of the client's support tickets, vendor communications, and system integration workflows. The diagnostic confirmed that a high percentage of support delays occurred when tickets involved database transfers between Darwinbox, Rydoo, and NetSuite. Because these applications were integrated via custom APIs, a change in one system (such as an employee promotion) often required manual configuration updates across all three platforms.
Additionally, the diagnostic revealed that support ticket routing was inefficient. The client lacked a centralized service desk, meaning that users often submitted support requests to incorrect queues or regional IT staff who did not possess the specific certification to resolve the issue. The lack of standard SLAs resulted in inconsistent turnaround times, with critical financial updates occasionally taking several business days to complete. The diagnosis confirmed that the client needed to consolidate their support vendors under a single, unified Application Managed Services (AMS) partner.
Fragmented integration layers caused recurring data errors across HR and expense platforms.
Absence of a centralized ticketing system led to misrouted support requests.
Lack of standardized SLAs caused inconsistent ticket resolution times.
Regional support coverage gaps left international offices without immediate technical help.
The Solution
How we turned it around.
Implement a Unified Application Managed Services (AMS) Model
We consolidated the client's application support under a single, unified Application Managed Services (AMS) model. Our certified engineers took over the management, administration, and support of all three core platforms: NetSuite, Darwinbox, and Rydoo. By acting as the sole support partner, we eliminated vendor friction and established a single point of contact for all enterprise application queries.
Our team coordinates all cross-platform updates, ensuring that database configurations remain synchronized across HR, expense tracking, and ERP systems.
What we shipped
- Consolidated support for NetSuite, Darwinbox, and Rydoo under a single partner.
- Established a single point of contact for all global application queries.
- Streamlined cross-platform data synchronization and database management.
Establish 24/7 Level 1 Support and Centralized Ticketing
We deployed a centralized ticketing system and dedicated support line to provide continuous 24/7 Level 1 support for all global users. Regardless of their location, whether in the US, Japan, Italy, or Spain, employees can submit tickets or access live support at any hour. Our Level 1 support desk manages initial ticket registration, resolves routine password and access issues, and routes complex technical queries to the appropriate specialist team immediately.
What we shipped
- Deployed a centralized ticketing platform to manage all user requests.
- Established 24/7 Level 1 support coverage for global offices.
- Reduced ticket registration delays and improved initial response speeds.
Provide SLA-Aligned Level 2 Support for Upgrades and Customizations
For complex technical issues, system upgrades, and customized change requests, we deployed a team of Level 2 application specialists. This team operates under strict, agreed-upon service level agreements (SLAs), ensuring that system patches, database customizations, and reporting upgrades are tested and deployed with minimal delay. Our Level 2 team handles regular system updates and ensures compliance with regional tax and financial regulations across all active markets.
What we shipped
- Deployed certified specialists to handle complex customizations and platform upgrades.
- Maintained strict SLA compliance for system issues and change requests.
- Ensured continuous alignment with local financial and labor regulations.
The Numbers
Outcomes we can talk about.
The consolidation of global application support under the unified AMS model successfully transformed the renewable energy developer's operations. By replacing fragmented vendors with a single partner, the client simplified vendor management and established a reliable support framework. Users across North America, Asia, and Europe now benefit from a consistent support experience, with faster response times and improved service reliability.
Note on Metrics: Due to the client's corporate privacy policies and the operational nature of managed services, quantitative transaction figures were restricted from public release. The success of the project was measured by SLA adherence, ticket resolution times, and user satisfaction. Qualitatively, the new centralized support framework has eliminated project delays caused by system sync errors, enabling the client's finance and HR teams to execute global transactions with absolute confidence.
With 24/7 support active across all time zones, the business has successfully removed regional support bottlenecks, ensuring that renewable energy projects can be financed and managed smoothly without administrative delays.
What We Built
What's Next
Implementing automated workflow triggers and self-service portals.
With the core AMS support operations performing stably, the next phase of the digital roadmap focuses on automating recurring administrative tasks. We plan to build automated onboarding and offboarding workflows that automatically provision and deprovision user accounts in NetSuite, Darwinbox, and Rydoo when triggered by HR events.
Additionally, we plan to implement self-service portals with detailed knowledge bases and troubleshooting guides, allowing users to resolve routine application queries independently and further reducing support desk workloads.
Frequently Asked Questions
About This Project
The questions teams usually ask when they want to run a similar engagement.
Our Level 2 specialists manage the upgrade process. We test new software releases in parallel sandbox environments, verify that custom integrations are compatible, and coordinate deployment windows to ensure zero operational disruption.
The Real Numbers
Need real numbers? Let's talk.
We kept the names off the page. The story is real, the outcomes are real, and we're always happy to walk a serious team through the rest of it.
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