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.
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
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
Repetitive, long pending and hopping issues.
Lack of innovation or new technology interventions left the business users feeling saturated
Infosys developed a solution led by the Infosys Live Enterprise Application Management Platform (LEAP)
Automations for application visit load, user creation, order details, sync orders, order credit reports and order data pull from various systems.
Proactive order management with thresholds and alerts for impending orders, pending orders for managing key business process KPIs and to improve order TAT.
Automated proactive health monitoring of applications, batch jobs and infrastructure. Bots for automated service availability.
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Our solution has addressed multiple areas in the value chain:
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 provided a base architecture to build on business value leakage framework using metadata of business processes
$1.24M annual cost savings through automated license management
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
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.
“Excellent work, specifically in automation & minimizing disruption. Had to spend about 1-2 hours daily earlier in escalations and now I am not even involved on daily basis.”
– Director App Maintenance & Ops
“I want to show case the work Infosys has been doing in the space of automation and business Control Center and encourage the wider internal team to come up with further potential ideas.”
– Solution architect & global solution owner
“I would like to appreciate the way Infosys solution keeps business issues on top priority. Business Control Center reporting is crisp, to the point and covers all related areas.”
– App services lead