Challenge

An elevator manufacturer was unhappy with the increasing cost and ineffectiveness of their internal IT service delivery for SAP and Salesforce, impacting their ability to innovate faster.

Solution

We began by stabilizing and standardizing IT service delivery processes, SLAs and KPIs, and creating a global delivery model, which involved the transfer of employees to the Infosys team. Agile development processes and automation were then used to deliver faster innovation to the business, reducing service cycle time from 200 to 90 days.

Find out more about how we can help you make your service delivery more efficient.

Outcomes

  • Cycle time reduced from 200 to 90 days
  • 70% automation of L1.5 service tickets
  • US$1.5 million annual savings through co-innovation
  • Transferred 65 FTEs