The client is a leading international financial services group providing a comprehensive and integrated range of financial services across Australia, New Zealand, and United Kingdom with over 50,000 users globally.
The client’s banking front end systems were integrated with SAP ECC, BW, SRM, MDM, PI, Portal, SEM, and Bank Analyzer systems for financial and management reporting. The client engaged Infosys for continuous monitoring and support along with proactive maintenance and value-added services.
Key Challenges
- Delayed turnaround due to lack of 24X7 application support for critical front-end applications
- Gaps in coordination between different teams due to the absence of a managed services approach
- Delays in submitting audit reports owing to manual errors for want of automation
- Low reusability of components due to inefficient knowledge retention across the organization
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The Solution
SAP portfolio services program to improve maintenance, support, and planning standards and policies
Infosys introduced an SAP portfolio management services program to define and implement a comprehensive framework covering end-to-end SAP services support, strategy, and planning services.
The managed services contract was accountable for strategy, planning, and the entire lifecycle of end-to-end technical and design services of SAP applications. Infosys helped the client deliver a seamless, consistent, and integrated customer experience to ensure better decision-making and effective resolutions.
Infosys supported the client through its collaboration tools, Kaizen methodology, and design thinking approach to generate proactive feedback. The suggestions and innovation helped the client deliver multiple service improvement initiatives with significant business value.
- Instituted proactive support by monitoring incidents in real time using Visual Task Board
- Structured root cause analysis to eliminate problems and provide permanent fixes to long standing issues
- Established a stable and robust SAP maintenance platform by implementing best practices in the areas of governance, compliance and audit processes, application knowledge, and risk and controls
- Introduced automation tasks around the standard repeatable processes to cut down on efforts and eliminate risk of manual errors
Benefits
Reduced turnaround time with around 70% fewer tickets, 60-70% manual effort reduction, and 100% SLA adherence
Infosys suggested multiple technology roadmaps following the 'Architect for Simplicity' principle to align with the client’s strategic vision of leveraging cloud technologies
On-time and within budget implementation of large transformation programs in finance, human resources and purchase
Realized faster return on investment due to iterative planning and quicker releases by adopting agile methodology for critical projects
