Overview
Our client, a global leader in health, nutrition and bioscience, sought to consolidate its IT services to improve operational efficiency and deliver a unified, seamless experience to their global customer base. Facing fragmented systems and inefficiencies across their enterprise platforms, our client reached out to HCLTech to implement a comprehensive digital transformation strategy.
The challenge
Addressing fragmented systems, operational inefficiencies and scalability issues
Our client encountered several significant challenges:
- Fragmented systems: Their existing IT infrastructure comprised multiple platforms, which resulted in operational inefficiencies and a disjointed experience for customers interacting with various departments.
- Lack of integration: Disparate systems for IT, HR, Finance and Procurement hindered seamless support and service requests, impacting the overall user experience.
- Operational inefficiencies: Our client’s outdated IT framework led to high operational costs, prolonged resolution times for service requests and negatively affected overall customer satisfaction.
- Scalability issues: The existing systems struggled to scale to meet the growing demands of our client’s global operations, creating bottlenecks and slowing down customer response times.
The objective
Unifying systems to enhance service and efficiency
Our goals were to:
- Consolidate our client’s systems into a single, unified platform to improve customer service delivery and user experience.
- Enhance operational efficiency, reduce costs and improve service request resolution times.
- Create a scalable and future-proof digital infrastructure to support our client’s long-term goals, including evolving customer needs.
- Modernize KPIs and SLAs to ensure high-quality and consistent service delivery to customers across regions.
The solution
Creating a future-ready, unified Service Management Experience
We implemented a unified Enterprise Service Management (ESM) platform, leveraging ServiceNow’s advanced modules and Now Assist capabilities to address our client’s challenges. The key elements of the solution were:
- Single ESM platform: A unified ServiceNow instance was deployed to consolidate our client’s previous platforms, creating a seamless one-stop-shop for all global support requests across IT, HR, Finance and Procurement.
- Advanced ServiceNow modules: We integrated various ServiceNow modules, including ITSM, ITSM Pro Plus, HRSD, CSM, SPM, APM and custom applications, establishing a modernized and efficient digital infrastructure for our client.
- Integration and automation via Now Assist: Leveraging automation and AI capabilities, we enhanced our client’s service workflows, significantly improving efficiency and enabling a faster response to customer requests.
- Scalability and sustainability: Our solution was designed with scalability in mind, ensuring our client’s platform can grow and adapt to meet future service requirements while delivering superior customer experiences.
The impact
Improved resolution times, cost savings and service experience
Our solution delivered significant results, transforming our client’s digital landscape and enhancing the overall customer experience:
- Operational cost savings: Our client achieved a 20% reduction in operational costs by streamlining service delivery and optimizing resource utilization, leading to more efficient customer service.
- Improved resolution times: The mean time to resolve (MTTR) service requests were reduced by over 20%, improving response times and elevating customer satisfaction.
- Modernized KPIs/SLAs: The new platform facilitated the establishment of 100% modernized KPIs and SLAs, ensuring consistent, high-quality service delivery that met the evolving needs of customers.
- Strategic advantage: The consolidation and modernization of our client’s IT infrastructure positioned them as a leader in digital transformation within the manufacturing sector, gaining recognition for their commitment to enhancing customer experience.
This transformation enabled our client to deliver a more streamlined, responsive and consistent service experience to their global customers, driving business growth and improving their competitive position in the market.
