Our client is a leading global automotive financial services provider. They specialize in customized financing and leasing solutions and prioritize exceptional customer experiences through streamlined operations and innovative financial offerings.
The Challenge
Our client India operations faced challenges with their existing Time and Material (T&M) model for infrastructure and application support. The absence of Key Performance Indicators (KPIs), Knowledge Documents, and Standard Operating Procedures (SOPs) limited effective tracking and analysis of incidents and service requests. Additionally, high employee attrition and over-dependence on specific resources posed a risk to Business-As-Usual (BAU) operations. To address these, our client needed a System Integrator (SI) to strategize a transition from the current state ("As-Is") to an optimized and stable future state ("To-Be") while ensuring efficient management and long-term operational stability.
The Objective
Strategic Support Framework for Rapid Transition and Operational Excellence
- Achieve project ramp-up in 45 days with seamless transition and robust governance
- Established SOPs and centralized knowledge repository to optimize operations
- Optimize incident trends and establish SLAs and procedures for monthly/quarterly tracking
The Solutions
To meet the clint’s needs, HCLTech implemented the following solutions:
- Established an effective Governance Model to track the project.
- Successfully rebadged and ramped up the project.
- Deployed a centralized Dashboard to track and report business KPIs effectively.
- Established standardized SOPs to optimize TechOps across India and other regions.
- Implemented the HCLTech ASSeT Framework to manage the transition effectively.
- Adopted a Shift-Left Strategy to drive operational efficiency and improve service delivery.
The Impact
- Faster Incident Resolution: Reduced Turnaround Time (TAT) for infrastructure incidents from 7 days to just 1 day due to Runbook creation
- Operational Efficiency Gains: A 10% reduction in incidents and service requests over 10 months through effective SOP and Runbook creation.
