Overview
Our client is a global food and beverage industry leader, operating in 200+ countries and employing 330,000+ people. In the past, their IT environment was fragmented, with multiple tools, platforms and systems that created inefficiencies and complexity. Their legacy systems were fragmented and often failed to keep pace with the needs of the diverse workforce. To drive innovation and create a seamless, connected enterprise, they sought HCLTech to reimagine and transform their IT ecosystem, streamlining operations and fostering an agile, future-ready digital infrastructure.
The challenge
Legacy systems and disconnected IT
Despite pockets of excellence, our client's traditional, manual methods failed to meet the needs of their diverse workforce, including IT experts, factory workers and remote employees. Moreover, their legacy systems resulted in a fragmented IT environment, inefficiencies and increased complexity. Key problem areas included:
- Inability to scale or integrate with modern technologies like cloud, AI and automation.
- Disconnected systems and manual processes led to high operational costs and slow service delivery.
- Our client's IT services weren't standardized across regions and caused inconsistent employee experience.
The fundamental challenge was to establish a unified, efficient and agile IT support system capable of serving a global and heterogeneous employee base.
The objective
Building a unified IT support system
On assessing the challenges our client was facing, our overarching objective was to establish a unified, efficient and agile IT support system that’s capable of serving a global and heterogeneous employee base, streamline operations and drive continuous innovation through automation and AI.
The solution
Leveraging AI and automation to transform IT operations
Our strategic approach while leveraging cutting-edge technology and automation was to streamline our client’s IT operations, creating a unified and efficient IT support system. This transformation included:
AI-driven IT support: We introduced ServiceNow's Virtual Agent, Chester, to automate high-volume, repetitive tasks like password resets, software requests and troubleshooting. This AI-driven solution provided immediate, real-time assistance, reducing reliance on service desk personnel and shifting from reactive to proactive IT support.
Hyperautomation and tool integration: We enabled the automation of IT tasks across our client’s infrastructure by integrating 13 tools into the AWX platform. This streamlined IT operations, reduced labor costs and resulted in significant annual savings in maintenance and licensing.
Voice automation with 3CLogic: To enhance self-service capabilities, we implemented voice automation via ServiceNow-certified 3CLogic. This allowed employees to resolve IT issues through voice interactions, featuring 24/7 availability and smart call routing, empowering our client’s workforce with greater autonomy.
Enhanced IT operations: We revolutionized PepsiCo's IT Service Management (ITSM) processes by introducing AI-powered and ML-driven solutions within the Service Operations Workspace (SOW). These tools provided agents with real-time insights, predictive analytics, and automated recommendations, optimizing incident, problem, and service request management. Sentiment analysis further enabled agents to adapt responses based on the emotional tone and urgency of communications, ensuring quick resolution and empathetic support.
Through these initiatives, we laid the foundation for a modern, responsive and scalable IT environment. We significantly improved operational efficiency, reduced costs and enhanced employee experiences for our client.
The impact
AI-powered connected enterprise
The impact of our contributions were evident in several key performance metrics:
- 94% service performance in 2024, reflecting the success of ServiceNow implementation and automation initiatives.
- An impressive 85 Net Promoter Score (NPS), well above the industry benchmark 80, underscoring the enhanced user satisfaction resulting from the transformation.
- 70% reduction in the mean time to resolution (MTTR) for success cases, significantly improving operational efficiency.
Proactive IT support with AI and automation:
- 20+ use cases for Chester, which drastically reduced manual support work.
- 10% increase in chat adoption and a 10% reduction in Service Desk contacts, driving operational efficiency and faster issue resolution.
- Systrack integration contributed to 50.7% self-healing tickets from the top four use cases, setting our client on a path to a ticket-free IT future.
Hyperautomation and tool integration:
- Proactive monitoring of 20,000+ servers and 17,000+ network devices.
- 38 successful migrations with a 79% success rate for data center operations and 20% success rate for managed network services (MNS).
- 11,000+ proactive tickets resolved before they could impact employees, helping prevent IT disruptions.
Voice automation with 3CLogic:
- Hands-free IT support for employees who preferred voice interactions over text-based communication.
- Faster issue resolution, especially outside of regular business hours.
- Reduced reliance on IT support staff, freeing up resources for more complex tasks.
Beyond these metrics, our client's transition to a connected enterprise powered by AI and automation resulted in a more agile IT environment, enabling faster decision-making and smoother service delivery.
