REDUCING TCO AND UPTO 30% COST SAVING FOR A HUMAN CAPITAL TECHNOLOGY AND SERVICES FIRM

THE CLIENT

A leading cloud-based human capital technology and services provider that powers confident health, wealth, and well-being decisions. As an HR Benefit, Admin, and BPO outsourcing company, the client has a global presence working with the majority of Fortune 500 companies as their clientele.

CHALLENGES :

The client aimed to define business-aligned standard operating procedures, processes, tools, and technologies and establish a Service Delivery Platform while accelerating separation from the parent company. In addition, the client wanted to optimize business processes and reduce the cost of operations while ensuring zero disruption to all their customers during the demerger/transition phase.

SOLUTION

Mphasis created business service mapping and onboarded the award winning Integrated Service Management and Automation platform – InfraGenie™, in just 10 weeks. InfraGenie™ enabled incidents, problem, change, service requests along with a self-service portal, with 147 catalog items for a 24,000 user base. We also delivered the following services to the client in an integrated delivery model :

300+ SOPs and 3000+ Knowledge Articles setup in InfraGenie™ knowledge base to ease the operations and analysis for such a large estate transition
Rapid SD Transition for an early exit from TSAs while ensuring no or minimal business impact during Separation and environmental changes.
Deployed ITIL v3-based managed services support with SLAs
24 X 7 Service Desk and Monitoring for hybrid infrastructure estate and applications
Implemented MyIT app to help clients resolve issues or self-fix technical problems on laptops/desktops before reaching out to the IT helpdesk
Single click utility for WFH bundle deployment
Enabled AWS integrations to InfraGenie™ for cloud support
Server, Storage, Backup, Middleware, Database, Network, and End user support, including field support services

BUSINESS BENEFITS

Achieved upto 30% cost savings while reducing TCO

Early TSA exit enabled in-time divestiture, exit from parent company and resulted savings on prevalent TSA costs for the customer

Integrated Automated Workflows for Zero-touch fulfillment

95%+ Auto discovered and accurate CMDB

SLA-driven operations, resulting in Increased productivity in operations

Improved MTTR, Service Quality, Visibility and Availability