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The Client is a Swedish Headquartered Premium Luxury Car Maker (Reported Revenues for 2021: 372 BSEK). Founded in 1927, it has a rich legacy of innovations around Automotive Safety. The client has transformed into one of the most profitable car brands globally, backed by a revamped product strategy and leading the industry on electrification and online business.

Infosys has 10 + years of strategic partnership with the client, demonstrating our continued relevance and adaptability through their transformation journey from an independent automotive company to being one of the leaders today in driving CASE and B2B2C Mobility revolution. Infosys is one of the strategic digital partners delivering digital services across CX and cloud-based platform models. Our driving vision has been to be a nimble and agile digital partner who continuously re-invents and stays relevant with the rapid transformation within the customer organization. Infosys delivers services globally from Sweden, US, China and India in a SAFe based product delivery model. The client has recognized Infosys with Best Supplier Award for driving innovation and efficiency.

Key Challenges

Most of the users are out on the field working with customers and expecting faster responses.

Delays in key business processes due to repetitive & manual tasks with dependency on support person availability:

Significant effort was spent on manual actions for multiple similar tasks to resolve around 250+ service requests and 2000+ email alerts every month. Delay in resolving the alerts used to result in high priority incidents and business downtime due to unavailability of updated market data.

Absence of an automated NextGen platform to foster improved turnaround time and better team performance

Absence of an automated NextGen platform to foster improved turnaround time and better team performance:

The workload was high, and the support team was stressed. There was no incentivization for performing better.

Absence of mechanism and process to analyze customer’s feedback resulting in end user dissatisfaction and escalation

Absence of mechanism and process to analyze customer’s feedback resulting in end user dissatisfaction and escalation:

User feedback was being captured for the solved 1500+ tickets in ServiceNow every month. However, there was no mechanism to consolidate and analyze the entire feedback to understand customer sentiments. Hence the support team was unable to channelize their efforts in right direction and improve the end customer experience.

The Solution

Infosys developed a cognitive first service model by leveraging various capabilities of the Infosys Live Enterprise Application Management Platform (LEAP)

As part of Client’s NextGen Application Management (AMS) journey, Infosys transformed the traditional service model to a cognitive first model by leveraging various capabilities of Infosys LEAP. It helped optimize AMS and made it customer centric. Cognitive Automation, Customer Sentiment analysis and Gamification modules of Infosys LEAP were implemented.

  • Zero Touch Automation:
    The team has leveraged Infosys Live Enterprise Application Management Platform (LEAP)’s Cognitive Automation Studio to implement RPA based automation to resolve 250+ service requests and 2000+ email alerts every month. These automation solutions are being centrally monitored using Infosys LEAP automation control tower

  • Gamification:
    Infosys Live Enterprise Application Management Platform (LEAP)’s Gamification Portal has been able to engage and incentivize the team to continuously improve, deliver service excellence and induce fun into ways of working. It provides a scoring model to improve service delivery metrics and to create service excellence mindset in the team.

  • Customer experience centric AMS:
    Infosys AI based tool is implemented to perform customer sentiment analytics based on user feedback from ServiceNow to further improve user experience.

    The Infosys Live Enterprise Application Management Platform (LEAP)’s AI /ML based NL processing module is used to automatically process the feedback given by end users on each incident or service request. It also identifies the corrective actions to improve the overall services and end user experience. This feedback is automatically analyzed using Infosys Live Enterprise Application Management Platform (LEAP)’s APIs to understand the customer sentiment (positive, negative or neutral) and intent i.e., additional inference which drives the feedback. These sentiments and intents are used to identify the corrective actions to improve the overall services and customer experience.

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Benefits

Benefits
  • 12000+ bot runs have processed 19500+ alerts automatically and have made 93% alert processing Zero Touch. This has resulted in $700K in effort savings and 40% faster turnaround time (TAT) for resolution of incidents.

    12000+ bot runs have processed 19500+ alerts automatically and have made 93% alert processing Zero Touch. This has resulted in $700K in effort savings and 40% faster turnaround time (TAT) for resolution of incidents.

  • Gamification has resulted in an additional 15% improvement in TAT by bringing in healthy competition and adherence to standards within the team. Overall, 5% improvement in team productivity in just 6 months post implementation of the Infosys LEAP.

    Gamification has resulted in an additional 15% improvement in TAT by bringing in healthy competition and adherence to standards within the team. Overall, 5% improvement in team productivity in just 6 months post implementation of the Infosys LEAP.

  • More than 550 end user feedback comments are analyzed. The improvement ideas identified and implemented have resulted in elevation of end user satisfaction to 99% from earlier lows of 90%.

    More than 550 end user feedback comments are analyzed. The improvement ideas identified and implemented have resulted in elevation of end user satisfaction to 99% from earlier lows of 90%.