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Global Shared Support Services for Subsidiaries of a Global Conglomerate

 

The Client
Two subsidiaries of a global conglomerate that bring together technology and engineering to provide innovative solutions for its customers in a wide range of industrial, commercial and consumer markets. The Group has revenues over US$ 15 billion, with 60 divisions and 320 manufacturing locations. Its products are marketed across 150 countries in the world, under 8 brand platforms, similar to the subsidiary companies.

Business Need
  • One of the client's subsidiaries went live with five companies across US and Canada in one Oracle instance and the second subsidiary with one company in UK in separate Oracle instance
  • The client needed a support partner for providing 24 hour support across locations for more than 1000 users. The model had to be scalable as new companies were to be rolled out subsequently
  • The client wanted to get the benefits of economy of scale and also wanted the system learning in one company to be applied to other companies

The Challenges
  • Very high degree of complexity in the applications from a support perspective
  • Up to 2000 concurrent users across geographies

Infosys' Role
  • The project involves supporting Oracle Financials, Manufacturing, Project Accounting, Supply Chain, I-modules, Discoverer, Oracle Portal and Customer Relationship Management (CRM) modules
  • Currently, there are 9 companies and 2000+ users across US, Canada and UK under the Cascading Style Sheets (CSS) model

Strategy

Infosys offered Global Shared Support Services (GSSS) model, a framework developed by Infosys, where a pool of consultants based out of Infosys’ offices in India is used to service multiple companies across locations to leverage expertise and share costs

  • There is minimal onsite presence with one coordinator for one of the client's subsidiaries at Austin and none for the other
  • The end-users enter the issues in support portal (managed by third party) which is directly accessed by Infosys' offshore consultants. The responses to the issue are updated on the portal itself

Benefits

The GSSS model brought significant advantages for the client.

  • Increased Scalability
  • Can accommodate additional requirements with ease
  • Can accommodate additional divisions and companies
  • Shared Knowledge
  • Well-documented information on processes across the instances
  • Common issue database to enable faster issue processing
  • Preparation of Frequently Asked Questions List for users
  • Improved Resource Management
  • Promotes optimal utilization of resources
  • Intelligent breakdown of work components using Global Delivery Model (GDM)
  • Ability of ramp up resources based on needs
  • GSSS model is very effectively used for regression testing as and when new companies join the instance as experienced resources with knowledge of the client can be temporarily pulled out from other companies for the testing
  • Minimal onsite presence resulting in reduced Cost of Ownership for the client

Related Information

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