Overview
Our client is a global leader in online trading and investments, serving over 239,000 clients worldwide. Faced with increasing client expectations and competitive market pressures, they sought HCLTech to streamline their IT services and leverage advanced technologies to support their long-term business objectives. The goal was to create a platform that improves operational efficiency, drives new revenue streams and enables greater agility.
The challenge
Addressing fragmented service management and operational inefficiencies
Our client faced several significant challenges:
- Fragmented service management: Their ITSM system was limited to a single ServiceNow module, preventing a holistic approach to service management and integration with key business processes.
- Operational inefficiencies: High operational costs and extended resolution times (MTTR) hindered service delivery and increased costs.
- Outdated KPIs/SLAs: Traditional KPIs and SLAs were not equipped to support the dynamic needs of a growing global business.
- Need for digital transformation: The company needed a unified, scalable and future-proof platform to facilitate rapid growth, better alignment with strategic goals and integration of new technologies like GenAI.
The objective
Enabling agility through scalable IT services and automation
The key objectives to overcome these challenges and enable agility were to:
- Streamline and automate IT services to reduce operational costs and improve efficiency.
- Introduce a scalable platform that supports agile business models and growth.
- Enhance business agility, enabling the company to quickly adapt to market changes.
- Align with the company’s GenAI strategy to drive innovation and new revenue streams.
- Improve the ability to track and report on KPIs and SLAs, ensuring business performance can be monitored and optimized.
The solution
Futureproofing operations with AI, Automation and scalable solutions
Our experts delivered a comprehensive solution to meet our client’s objectives, focusing on transforming business operations and improving the overall business experience. Key aspects of the solution included:
- Unified platform integration: ServiceNow’s modules like GEN AI, SAM, ITOM, HRSD and SAM were integrated into one cohesive platform to create a seamless flow of information and data between key business functions, enhancing business agility.
- Enhanced automation and AI: By leveraging GenAI and automation, our client reduced manual workflows, sped up service request resolutions, and streamlined service delivery, creating more time for the business to focus on growth and innovation.
- Scalability and futureproofing: The new platform was designed to scale with the business, ensuring that our client could seamlessly handle increasing service requests, higher volumes and evolving business needs. This improved their ability to respond quickly to market opportunities.
- Alignment with GenAI strategy: We tailored our solution to integrate GenAI, enabling our client to innovate more rapidly and support new business models, driving future revenue streams.
The Impact
Cost savings, faster resolution and new revenue through GenAI
Our solution implementation brought substantial business transformation:
- Operational cost savings: Our solution reduced operational costs by 35%, thanks to automation and streamlined processes, allowing our client to reinvest savings into business expansion and innovation.
- Improved resolution times: We noticed a 20% reduction in Mean Time to Resolve (MTTR) service requests, which improved service delivery and allowed employees to focus on more value-added activities, supporting the company’s growth strategy.
- Modernized KPIs/SLAs: By implementing modernized KPIs and SLAs, our client could now monitor and optimize performance in real-time, enabling better decision-making and improved business outcomes.
- New revenue streams and innovation: The adoption of GenAI and advanced automation enabled our client to explore new business models, improve customer experiences and enter new markets, positioning them as a leader in digital transformation and enhancing their competitive edge.
Our solution enabled our client to adapt more swiftly to market changes, reduce costs and explore new revenue streams, all of which contribute to a more agile, sustainable, and socially responsible business model.
