Our client, a global enterprise with multi-country operations, operates 61 delivery centers across 19 countries. The company delivers integrated solutions to optimize operations, enhance customer experiences, and drive client growth.
Business Context
As our client expanded globally, their objective was to establish a central, integrated service management platform to enhance efficiency through IT-enabled services. They expected the solution to streamline processes with customizable workflows and robust controls, ensuring easy navigation for users and support teams. Additionally, they sought to reduce platform costs for corporate shared services while maintaining market-leading features and functionality.
- Service Complexity: Managing diverse processes across industries and geographies required a unified platform for efficient client support.
- Incident Response: Slow, manual, and reactive incident management delayed issue resolution and impacted service levels.
- Customer Experience: Ensuring consistent, high-quality service across multiple touchpoints was challenging amid rising expectations for quick, personalized service.
- Scalability: Rapidly growing service requests and incidents required a scalable solution to handle increasing workloads without compromising quality.
The Solution
The client deployed Sutherland’s iSmart, a comprehensive service management platform, to unify service processes, optimize asset management, and enhance client support while ensuring seamless project and task management.
- Unified Service Management: Centralized platform for managing incidents, service requests, problems, and changes, streamlining IT and business issue resolution.
- Comprehensive Asset Management: Tracks hardware and software assets, integrating with CMDB for accurate configuration and seamless management.
- Enhanced Client Support: CSM feature allows clients to register and track tickets, improving satisfaction through transparent service management.
- Project and Task Management: Tools for managing IT and business projects, ensuring timely delivery and efficient workload distribution.
- Service Level Management: Monitoring and reporting tools ensure SLA adherence, boosting service quality.
- Integrated Monitoring and Alerts: Real-time system monitoring with auto-routing alerts to minimize downtime and ensure continuous operation.
- Functional Process Support: Modules for Finance, Facilities, Physical Security, and Health and Safety with integrated workflows to support corporate functions.
- Knowledge Management: Quick search and linking of knowledge articles to tickets, enhancing support efficiency.
- User Experience and Engagement: Auto-suggestions, surveys, feedback tools, and visual ticket tracking improve user and support team experience.
The Outcome
In the past year, the client processed 1.6 million tickets, averaging 150,000 per month, and supported 3,871 concurrent logins while managing 225 catalog items, 20 workflows, 6,347 policies, and 99 email I/O rules.
The platform served 80,000 corporate users, 878 client users, and 2,739 assignment groups across 17 countries and 107 sites, supporting 1,591 programs.
With the asset discovery functionality, they identified 22 million software installs, 8,700 software products, and 75,000 hardware assets, achieving $3 million in annual cost avoidance.
That’s digital performance unlocked, and measurable results delivered!
Unlock Efficiency and Scalability Without Compromise
Services
Digital Engineering Services, iSmart Service Management Platform
Industry
IT Services
