Our client, a global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world, aimed to break free from legacy manual processes to pioneer digital transformation within the toy industry. Known for a wide range of offerings from toys to digital experiences and sold through leading retail and ecommerce platforms worldwide, the client engages consumers and fans through their franchise brands and various partnerships.
The Challenge
Breaking free from manual constraints to embrace efficiency
The client faced significant challenges in managing their partnerships and governance processes, rooted in manual procedures imposing limitations on efficiency and growth:
- Manual notifications and follow-ups made the process time-consuming
- The absence of a real-time data tracking system necessitated excessive email communication
- Data remained unstructured and was difficult to manage
- Manual efforts in unstructured data; validation and tracking were based on best effort
The Objective
Enhanced efficiency and transparency in governance and supplier relationships
Through this partnership, the client aimed to achieve the following objectives:
- Manual notifications and follow-ups resulted in a time-consuming process
- Implement a real-time data tracking system to minimize excessive communication
- Structured data for easier management and accessibility
- Streamline the validation and tracking process to ensure accuracy and reliability
The Solution
Holistic, one-stop solution for data visibility
To confront these challenges, the client selected HCLTech as a partner to implement a holistic one-stop solution using GovernX®, designed to offer unprecedented transparency and security in data visibility for both the client and suppliers. The solutions implemented included:
- Transparent operations: GovernX® enabled the transition from manual to automated processes, streamlining efforts and conserving resources
- Data visualization: Customized GovernX® and Executive Insight Dashboard enabled comprehensive data visualization
- Round-the-clock support: A dedicated technical team was available 24/7 to cover the needs of both onshore and offshore GovernX® users
- Neutral oversight: ISG played an impartial role in providing governance management services between HCLTech and our client
- Automated reminders: Deployed for deliverables and obligations/SOW based on specific towers, streamlining the notification processes
- Real-time SOW tracking: Facilitated through the SOW dashboard, based on workflow stages and ownership
- Streamlined validation processes: Resulted in reduced efforts in SOW validation and ensured structured data management
Incorporated best practices:
- Active involvement: Ensured all parties — client, service provider and third-party governance — were involved in discussions to enhance transparency and mutual understanding
- Customized reminders and escalation metrics: For the SOW module, reminders and escalation metrics were tailored to the client's specific needs, ensuring key actions were triggered on time
- Customized notifications and follow-ups: Implemented before and after the due date of significant milestones, ensuring continuous engagement and prompt responses
- Monthly connects with customers: Established to identify improvement areas, these sessions were crucial in fostering a spirit of continuous improvement and adaptation
- Sharing a monthly SLA and deliverables and obligations report: To maintain transparency and report on monthly compliance with agreed standards, fostering a culture of accountability
- Automated invoice submission process: Introduced to minimize manual effort and streamline financial operations, enhancing efficiency and reducing error rates
Measures for smooth and successful implementation:
- Daily tripartite calls during the implementation phase to facilitate swift issue resolution
- Development of UAT scripts to ensure clarity and accountability through official sign-offs
- Vendor Management Office team implemented from both client and supplier ends to align stakeholder expectations as part of decision-making in those meetings
Process and relationship enhancements:
- Transition from manual to automated processes, streamlining efforts and conserving resources
- Customized reminders and improvements aimed at reducing manual efforts and timelines
- A continuous focus on improving services for the company and its partners
The Impact
Achieving unprecedented efficiency and transparency
HCLTech's implementation of GovernX® transformed the client's business operations, as evidenced by:
- Transparency and security: GovernX® ensured complete data visibility and a secure hosting environment
- 24/7 Technical support: Met the needs of both onshore and offshore GovernX® users efficiently
- Neutral governance management: ISG's role facilitated smooth service delivery between HCLTech and the client
- Process efficiency: Automated reminders and real-time SOW tracking streamlined operations, reducing the overall process time by more than 50%
- Reduced validation efforts: The process became more efficient through structured data and consistent approvals, with the average processing time for SLAs reduced by 66%.
This case study illustrates our client’s transformative journey with GovernX®, highlighting a significant shift towards digital governance and optimized partner relations. By leveraging innovative solutions and strategic collaborations, the company has streamlined its IT functions, showcasing the power of digital tools in driving organizational advancement.
