Our client, a leading agribusiness company based in Adelaide, South Australia, operates across diverse sectors including rural services, real estate, insurance and more. With an annual revenue of $223.5 million in 2022, they are a prominent player in Australia’s agribusiness landscape.
The Challenge
Complexity in service integration and management
The growing complexity of our client’s service integration and management strategy was hindering their ability to achieve efficient service delivery. Key challenges included:
- Multiple suppliers and non-standardized processes – A wide variety of suppliers with inconsistent working methods.
- Balancing transformation with BAU operations – Managing multiple transformation initiatives alongside ongoing business-as-usual (BAU) activities.
- User Experience enhancements – The need to elevate the user experience further.
- Strengthening service efficiency – Improving efficiency across the evolving supplier ecosystem.
The Objective
Aligning vendors with business goals
Our client sought to enhance service delivery efficiency, standardize processes and ensure better alignment of their diverse vendor landscape with business objectives. Their goal was to achieve continuous transformation while maintaining disruption-free business-as-usual operations.
The Solution
Adopting SIAM for hybrid cloud optimization
HCLTech Enterprise Service Integration and Management (SIAM) framework was adopted to optimize hybrid cloud operations and improve overall service orchestration. Our SIAM solution integrated disparate systems and provided deeper visibility into operations, enabling better decision-making. Key components of the solution included:
- Intuitive self-service portal – For improved request fulfillment and knowledge management.
- Knowledge-centered service – To ensure a streamlined and effective knowledge sharing model.
- Effective governance – Providing strong governance for both internal and external providers.
- Enhanced supplier performance – Improving collaboration and performance across suppliers.
“As a trusted long-term partner, HCLTech has played a pivotal role in supporting and maturing the service integration capability. Notably, their contributions in service introduction and business catalogues have had a significant impact on our business in recent times,” says the Head of IT Operations.
The Impact
Improved MTTR, cost savings and user satisfaction
Integrating the SIAM architecture into their operations delivered the following results:
- 40% ticket reduction – Achieved through proactive problem management, automation, Six Sigma initiatives, and continuous improvement efforts.
- Improved self-service capabilities and user experience – Enhanced omni-channel experience, catalog-driven service consumption and advanced user onboarding, leading to over 90% user satisfaction.
- 50% reduction in MTTR – Thanks to defect prevention programs, fewer outages and faster cycle times.
- Significant cost savings – Rationalization, process optimization and tool enhancements led to a 40% reduction in manual efforts, with an estimated $450K in inefficiency gains.
