Global Reach, Local Touch: oXya’s Follow-the-Sun Model

oXya is increasingly targeting large-scale clients who operate on a global scale and require continuous, uninterrupted global support for their end-users. To meet these needs, a global workflow, called “Follow-the-Sun”, which enables problems to be handled and transferred between offices in different time zones, has been put in place while retaining our strengths that set us apart from our competitors. 

Thanks to our service centers in France, Belgium, Denmark, Canada, the USA and China, we ensure a continuous and responsive presence. Discover the strengths of our approach and the special oXya touch! 

The Follow-the-Sun Concept: Continuous Support 

The Follow-the-Sun model goes far beyond simple on-call support, which is limited to the management of critical incidents outside office hours. This support model offers complete continuity by calling on teams located in different time zones. This approach is particularly interesting for companies with continuous production activities, such as factories, or large corporations with subsidiaries all over the world. 

To facilitate transitions between teams, oXya organizes daily sessions of 15 to 30 minutes before each shift rotation. This enables teams to discuss important events, unresolved issues and items requiring attention, so that they can take over efficiently. 

Our Added Value: A Local Presence 

Unlike companies that centralize their services in offshore centers, oXya favors proximity to its clients. For example, an international company present in Europe, North America and Asia benefits from local support in each region, provided by teams who fully understand the local issues and culture. 

In addition, oXya ensures consistent quality of service across time zones thanks to: 

• A common corporate culture and harmonized working methodologies across all service centers 
• Rigorous transition processes between teams, including daily checkpoints and e-mail reports at the end of working shifts 
• A shared documentation system accessible to all teams and standardized tools 
• The organization of workshops on specific topics 
• Physical meetings between teams from different countries to facilitate collaboration 

In fact, oXya organizes physical exchanges, particularly at the start of the implementation of Follow-the-Sun support and at critical moments. This not only helps ease transitions and share knowledge, but also creates personal bonds that prove invaluable in difficult situations. 

Afterwards, we continue to maintain effective communication between the teams through our daily check-ins and ongoing communication, at both managerial and technical levels. Our clear internal communication also translates into greater transparency for clients. 

A Robust Technical and Human Infrastructure 

The success of the Follow-the-Sun model relies on a combination of technical expertise and well-established processes to reduce delays, particularly in the management of critical situations. oXya has put in place: 

• Proactive monitoring systems to identify and resolve potential problems before they become critical 
• Global monitoring tools accessible to all teams 
• Well-defined escalation processes and alert thresholds adapted to each client, with the possibility of activating other teams as required 
• A collaboration platform using the Microsoft suite 
• The use of specialized in-house tools such as Retina, Xperion and ITSM Cockpit, and a growing number of other tools as technology evolves 

In short, the Follow-the-Sun model by oXya is much more than a 24-hour support service. It is an approach that combines expertise and local sensitivity, enabling us to offer a transparent and efficient service worldwide. 

The key to success? Clear communication, proximity to our clients and the technical excellence of our teams, reinforced by rigorous processes. Optimize your SAP support with a partner who understands your local and international challenges: contact us today!