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The company is a multinational food, beverages and confectionary company operating across 160 countries with a net revenue of ~$26B.

The client partnered with Infosys to develop a business aligned application management system that could drive automation and minimize disruption.

Business aligned application management transformation for a US based multinational company

Key Challenges

Most of the users are out on the field working with customers and expecting faster responses

Most of the users are out on the field working with customers and expecting faster responses

On an average, the company faces 2 to 3 priority incidents or escalations every month

On an average, the company faces 2 to 3 priority incidents or escalations every month

It encountered huge business value leakages for every priority incident in terms of sales orders & delivery

It encountered huge business value leakages for every priority incident in terms of sales orders & delivery

It faced a gap between IT SLA and business KPI expectations due to lower maturity in technology and processes

It faced a gap between IT SLA and business KPI expectations due to lower maturity in technology and processes

Repetitive, long pending and hopping issues.

Repetitive, long pending and hopping issues.

Lack of innovation or new technology interventions left the business users feeling saturated

Lack of innovation or new technology interventions left the business users feeling saturated

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The Solution

Infosys developed a solution led by the Infosys Live Enterprise Automation Platform (LEAP)

Zero Touch Automation

Zero Touch Automation

Automations for application visit load, user creation, order details, sync orders, order credit reports and order data pull from various systems.

Business Control Centre

Business Control Centre (BCC)

Proactive order management with thresholds and alerts for impending orders, pending orders for managing key business process KPIs and to improve order TAT.

Service Reliability Engineering

Service Reliability Engineering

Automated proactive health monitoring of applications, batch jobs and infrastructure. Bots for automated service availability.

Our Live Enterprise Automation Platform (LEAP) for NextGen Application Management Services hosted on Infosys private cloud

Our solution has addressed multiple areas in the value chain:

Has provided a business command center to predict and proactively track and manage business operational KPIs

Has provided a Business Control Center (BCC) to predict and proactively track and manage business operational KPIs

Has created a platform to significantly accelerate automation by making use of reusable micro-bots in the bot factory

Has created a platform to significantly accelerate automation by making use of reusable micro-bots in the bot factory

Has provided a base architecture to build on business value leakage framework using metadata of business processes

Has provided a base architecture to build on business value leakage framework using metadata of business processes

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Benefits

Benefits
  • $1.24M annual cost savings through automated license management

    $1.24M annual cost savings through automated license management

  • 8M+ potential business impact averted using BCC for order reconciliation

    8M+ potential business impact averted using BCC for order reconciliation

  • 49% high priority ticket reduction and 56% l3 ticket reduction using automation driven by the BCC

    49% high priority ticket reduction and 56% l3 ticket reduction using automation driven by the BCC

  • 21% bot to human ratio achieved using automation

    21% bot to human ratio achieved using automation

  • 74% TAT reduction for Incidents, 40% TAT reduction for service requests using predictive BCC and agile ways of working using Kanban.

    74% TAT reduction for Incidents, 40% TAT reduction for service requests using predictive BCC and agile ways of working using Kanban.