A multinational energy corporation operating across 40+ global sites recognized the opportunity to enhance their Information Technology (IT) support for their vast array of engineering systems. With critical systems requiring specialized skills for seamless operations, the client aimed to leverage a solution to optimize their IT support costs, improve performance and enhance coverage across all locations.
Our team at HCLTech delivered a comprehensive IT support solution, leveraging our expertise in managed services and transition methodologies, engineering legacy and industry experience and expertise.
The Challenge
Managing IT support for a complex engineering landscape presented several key challenges:
- Rising IT costs: Supporting a diverse range of engineering systems across multiple functional domains became increasingly expensive. The need for specialized expertise at various global locations further drove up operational costs.
- Multi-location support: Ensuring timely and effective IT support across 40+ locations was challenging due to logistical and operational constraints.
- Slow issue resolution: Inefficient processes and coordination among support teams led to delays in resolving IT issues, leading to downtime and disruptions in engineering operations.
- Lack of centralized control: A distributed IT environment, made it difficult to optimize resources, track performance and ensure consistent service delivery.
The Solution
Our team at HCLTech, implemented a comprehensive solution driven by our digital manufacturing engineering capability to address the client’s challenges:
- 100% offshore model: We leveraged a 100% offshore model to provide cost-effective support while maintaining high quality and coverage across all locations.
- Seamless transition: We utilized ASSeT methodology to ensure a seamless transition of IT support services within two months.
- Comprehensive support services: Provided a wide range of support services, including:
- Incident and problem management
- Change and release management
- License optimization
- Application testing and quality assurance
- System reliability monitoring
- Security management
The Impact
The client experienced several benefits from the engagement, including:
- Reduced cost of ownership
- Improved performance and faster resolution of incidents
- Enhanced coverage across multiple plants and locations
- Year-on-year productivity improvements
By implementing a scalable, cost-effective and high-performance IT support framework, HCLTech helped the client enhance operational efficiency reduce costs and strengthen their engineering landscape.
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