The client, a leading prepaid and payments global company, supports the program management and distribution of gift cards, prepaid telecom products and financial service products across retail, digital and incentive channels.
The client wanted a long-term partner with credible expertise who would help in reducing the overall cost of technology products and services, enabling them to focus on strategic innovation and integration initiatives globally.
Key Challenges
- Diverse technology platforms hosting multiple product lines and services acquired over the years to strengthen market presence across industry verticals
- Product platforms were operating in silos, each having its processes and performance metrics
- Low end-user satisfaction due to open service level agreements (SLA)
- Data center consolidation and migration of customer data to the cloud
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The Solution
Infosys developed a scalable managed services model to handle sustenance operations across a mature product landscape.
The solution elements included -
- Unified operating model -
- Standardized process across product tracks
- Unified process to qualify screen and handle support tickets, research requests and project requests for product customization.
- Work on the intake prioritization process
- Identified top 20 clients
- Dedicated team for each of the top 5 clients
- Additional scrum teams to handle other client requests based on business criticality.
- Core technology teams
- Dedicated teams deployed to manage technology requests.
- Variable and SLA based managed services –
- Customer-centric metrics and operating models
- SLA computation framework jointly reviewed with stakeholders
- Governance model
- Dedicated technical consultants/account managers for each of the clients
- Periodic review of the product’s operational metrics with the line managers
- Quarterly review with senior leadership
- Process/test automation
- User interface regression suite created for top 10 clients
- Automation framework for validation of top 30 critical API in use
Integrated operating model to reduce the Capex and Opex costs
- Support the multi-year platform consolidation efforts through
- Standardized process that adopts an “Execute, Consolidate and Transform” vision
- Customized reports with relevant client metrics
- Tool frameworks tailored to incorporate gating controls monitoring the service delivery checkpoints
Benefits
Deployed a scalable demand forecasting and sourcing model for technologies to keep pace with business growth
Standardized tools and processes to deliver products and services for technologies across global operations
Create a best-in-class technology operating model based on quality, service levels, continuous improvement and governance.
