Neurones IT Asia Enables 24/7 Monitoring Support for L’Oréal via Ekara
- September 12, 2023
Partnership Background and Importance
The Ekara x L’Oréal partnership was established to strengthen end-to-end digital monitoring across L’Oréal’s global infrastructure. Neurones IT Asia was brought in by the Ekara team to provide 24/7 operational support, leveraging our experience in observability, incident response, and global service delivery. This collaboration allows L’Oréal to maintain full visibility and reliability of critical business applications and websites in the region. For Neurones IT Asia, it is a highly strategic engagement, demonstrating our ability to deliver real-time monitoring for one of the world’s leading beauty brands, and significantly boosting our visibility and credibility in the enterprise observability and performance monitoring space.
Delivering 24/7 Monitoring Support
Our team provides round-the-clock support for digital performance monitoring, synthetic transaction testing, and alert handling using the Ekara platform. We monitor a wide range of business-critical user journeys across L’Oreal digitals platform.
The scope includes first-level incident qualification, escalation, and reporting across multiple countries and time zones. Our support model is structured with a dedicated L1/L2 team based in Asia, backed by structured runbooks and close coordination with Ekara’s product and service teams in Shanghai and in Europe. This setup ensures uninterrupted support and timely incident handling, greatly enhancing L’Oréal’s ability to detect and resolve issues proactively, before they impact end-users.
Collaboration with the Ekara Team
Our collaboration with the Ekara team is built on clearly defined roles and close communication. Ekara owns the platform, analytics, and test scenario design, while Neurones IT Asia is responsible for operational monitoring, alert triage, and incident escalation 24/7.
We serve as the first point of contact when anomalies are detected, and ensure all events are logged, analyzed, and addressed according to agreed SLAs. Regular syncs and shared documentation ensure full alignment. This partnership model allows Ekara to focus on innovation and service evolution, while we ensure stability, uptime, and responsiveness for the end client, L’Oréal.
Maintaining High Standards of Quality and Responsiveness
We follow ITIL-aligned processes to ensure high service quality, rapid response, and strict SLA adherence. Every alert is handled using detailed runbooks developed jointly with Ekara and continuously updated based on feedback and incident patterns.
We use centralized monitoring dashboards, automated ticket creation, and escalation workflows to reduce human error and accelerate resolution. Weekly quality reviews and KPI dashboards track response times, resolution rates, and client satisfaction. Additionally, we’ve implemented shift-based staffing and shadowing to ensure knowledge continuity. This structured and proactive approach ensures that even critical incidents outside business hours are handled with the same rigor and efficiency as during peak times.
Strategic Value for Neurones IT Asia
This engagement is a key milestone in positioning Neurones IT Asia as a trusted 24/7 operations partner for global brands. Supporting L’Oréal demonstrates our ability to manage complex, real-time monitoring environments at enterprise scale, and reinforces our credibility in high-stakes, always-on service contexts.
It validates our offshore service model and operational maturity, while strengthening our partnership with Ekara. Moreover, this success opens doors to similar opportunities in the retail, luxury, and public sectors, especially where user experience and uptime are business-critical.
It’s a strong reference in our portfolio that shows our ability to deliver value through precision, responsiveness, and deep operational alignment.
Next Steps in Public Sector Engagement
We aim to deepen our partnership, both with L’Oreal and Ekara, by expanding the support scope, potentially covering more applications, geographies, or additional tiers of support. Continuous service improvement plans are already in place, focusing on reducing time-to-resolution, enriching documentation, and upskilling the team.
We’re also working closely with Ekara to implement new monitoring features and automated reporting enhancements. These steps, along with ongoing client satisfaction checks, ensure that our service remains robust, agile, and aligned with L’Oréal’s evolving digital expectations.
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