Simbus Tech Delivery Model for Kinaxis Maestro

Simbus Tech Delivery Model for Kinaxis Maestro

Simbus Tech Delivery Model for Kinaxis Maestro

Accelerating Change, Ensuring Stability, Driving Business Value

At Simbus Technologies, we specialize in enabling high-performance planning operations through Kinaxis Maestro. Our delivery model ensures seamless application support and continuous change enablement—empowering business users to maximize adoption and unlock value from their Kinaxis investment.

Whether it’s routine maintenance or strategic enhancements, Simbus provides a structured, agile approach that combines speed, flexibility, and accountability.

A Two-Layered Engagement Model for Kinaxis Maestro

We divide our services into two core streams to support both stability and evolution:

Application Maintenance & Support (L1 & L1.5)

We ensure high availability and error-free operation of your Kinaxis Maestro platform with services that include:

  • Incident Management with defined SLAs
  • Batch Monitoring & Data Load Validation
  • Access Management & User Support
  • Root Cause Analysis (RCA) and Issue Prevention
  • Planning Cycle Assistance for Business Teams
  • Environment Refreshes, Version Upgrades, and SFTP Monitoring
  • Cross-system Collaboration with Integrated Platforms

Outcome: Smoother planning cycles, minimal disruptions, and better user experience.

Continuous Change Management (L2+)

For evolving business needs, our agile sprint-based delivery model provides structured enhancements on Kinaxis Maestro:

  • Monthly Sprints managed by a cross-functional team
  • Sprint Planning & Prioritization with Business Teams
  • UAT and Sign-off Based Completion & Billing
  • Flexibility to Replan in Case of Critical Requests

Outcome: Timely delivery of enhancements and improved responsiveness to business demands.

Project Management & Support Ticket Management

Our delivery engine is driven by structured processes and real-time visibility across tasks, timelines, and KPIs.

Project Manager Process Flow

  • Requirements are estimated and reviewed internally.
  • Client-approved projects are created and resourced.
  • Task progress is tracked daily with weekly reviews on health and risks.

Project Management in Zoho

  • All projects, milestones, and deliverables are managed in Zoho Projects.
  • Seamless collaboration and updates from consultants to project leads.

Tracking of Projects and KPIs

  • Effort Variance (EV%), Bug Density, and Schedule Variance (SV) tracked consistently.
  • Weekly reports ensure clients stay informed of scope, progress, and quality.

Support Ticket Process Flow

Tickets categorized as:

  • User Queries
  • Bug Reports
  • Change Requests
  • Routed to appropriate consultants and monitored until closure.

Tracking of Support Tickets in Zoho

  • Tickets logged and resolved via Zoho Desk, with SLA-based triggers.
  • Real-time tracking of resolution progress and escalations.

Tracking of KPIs & CSAT Score

  • Weekly CSAT Scores, resolution time, and issue recurrence are monitored.
  • RCA documentation is submitted monthly for recurring tickets.
  • Failure rates across jobs, pipelines, and integrations are tracked for optimization.

Insight-led operations for higher accountability and continuous service improvement.

Tools & Technology Stack

We work with modern collaboration and project tracking tools to ensure transparency and speed:

  • Communication: MS Teams & Outlook
  • Project Management: Zoho Projects
  • Support Ticketing: Zoho Desk
  • Documentation: Microsoft Office Suite

Performance You Can Measure

We believe in making value measurable. Key performance metrics tracked include:

Project KPIs

  • Effort Variance (%)
  • Schedule Variance
  • Bug per Hour during UAT

Support KPIs

  • CSAT (Customer Satisfaction) Score
  • Ticket Resolution Time
  • On-Time Task Completion
  • Job Failure Rates (Kinaxis Maestro, SFTP, Talend)

Performance metrics are reviewed with clients regularly and serve as the basis for ongoing improvements.

Adaptive, Transparent & Business-Aligned

At Simbus, we commit to keeping you in control of timelines and outcomes:

  • Workarounds for Critical Issues to ensure continuity
  • Reprioritization of Deliverables in case of urgent change requests
  • Provisional Sign-offs and realignment when delays stem from client dependencies
  • Open Communication to align on revised timelines and scope adjustments

Why Simbus for Kinaxis Maestro?

With over a decade of supply chain planning experience and a deep Kinaxis Maestro practice, Simbus delivers:

  • Stable Operations
  • Agile Enhancements
  • Transparent Project & Support Governance
  • Measurable Business Impact

Ready to Partner with a Proven Kinaxis Maestro Delivery Team?

Contact usBharathiraja Kinaxis

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