IT EXPENSES REDUCED BY 30% AND CSAT SCORE IMPROVED FROM <50% TO >90%, THROUGH EVOLUTION-BASED ITERATIVE TRANSFORMATION APPROACH

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CLIENT

A leading global telecom service provider was facing below mentioned challenges -

• Ensuring “Lights On” for 140+ applications

• Cost and productivity optimization

• Issues in billing cycles including skipping and delayed invoices

• Constant increase in ticket volume

• Need to improve customer satisfaction

• CMDB and KEDB management

• Tech stack renewal (applications on old tech stack)

SOLUTION

Through Mphasis’ Application Management Services (AMS) that leverages NextSTEP™ and InfraGenie™ for automation, and follows agile practices, we helped the client in -

• Aggressive “On-Off” mix to leverage offshoring

• Improving system performance by reducing manual intervention through automation of the processes

• Implementing agile strategies to have collaborative, focused and rapid resolution of the incidents

• Introducing multiple health checks as part of preventive problem management

BENEFITS DELIVERED

• 100+ innovations delivered

• IT expenses reduced by 30%

• End user satisfaction improved which was highlighted through CSAT score (increased from <50% to >90%)

• Operational performance improved; zero SLA breach for 6 consecutive quarters (backup success >99% and incident resolution SLA was 99)

• Application availability improved from <80% to >99%

• Scalability increased for teams as FTEs were made available on demand

• Agile delivery office with 400+ upskilled resources