A leading prescription drug provider was experiencing escalated expenditure on Customer Service Representatives caused by a very slow application. The company had approximately 5000 customer service representative around the USA who used a dynamically updating navigation bar in their Electronic Service Delivery (ESD) system as an integrated part of their workflow. This provided intelligent navigation where the display would automatically update depending on where a service representative was in the process. The response time of the application was as much as 30 seconds, significantly slowing down customer response times. The client was trying to cope with this situation by continually adding CSR's to handle increasing demand.

GalaxE.Solutions' structured IV&V identified the source of the problem to be a specific integrated code base within the application. The code had been purchased from another vendor without a due diligence review process. After reviewing multiple alternative solutions, GalaxE.Solutions proposed the rewrite of core libraries. The resultant solutions reduced the lines of code from 1100 to 100 and the screen response time from 30 seconds to approximately 100 milliseconds.