On
Off
About the client:
The client is a leading personalized digital marketing platform provider that helps more than 500 global major brands and retailers increase sales and market penetration.
Business Needs
The client was keen on cost optimization in a multiple vendor landscape. The key challenges faced by the client were:
- Inefficient processes leading to communication breakdowns
- Lack of business level observability, due to disparate monitoring and reporting
Governance and operational challenges in managing next gen services, where IT service levels were not aligned to business service levels
- Slow continual innovation and improvements leading to increased time-to-market
- Digital transformation initiatives affecting Business as Usual
Solution
- Service integration and management in a box, creating multi-supplier integrated managed services model encompassing application support, maintenance, infrastructure management, and testing services
- Mindtree Proprietary Centralized delivery platform - enabling end-to-end management of the IT services
- Unified performance monitoring and measurement
- Business-aligned service level agreements
- Business-centric reporting and dashboard, encompassing 39 metrics classified into critical, key and general areas
Benefits
- Seamless integration of multiple product vendors and cloud service providers, which unified the service view to the customer
- Business view of service levels, increasing visibility in service performance across suppliers
- Platform-centric delivery reducing operational overheads.
- Clear business ‘line of sight’, paving the way for modernization initiatives.
- Service levels restored to 98%+ from less than 50% before transition
- 46% reduction in major incidents by proactive monitoring of services across suppliers
- 57% increase in throughput of service requests through integrated use cases across suppliers
- 73+ bots deployed, and increasing operational velocity leading to enhanced user experience.
Download case study to know more
