Digital personalization in action for a banking giant
Our client is a global financial services and bank holding company headquartered in the US with operations worldwide. They faced several challenges in scaling up total workplace transformation for its users, devices and managed services. By leveraging our cutting-edge, industry-focused HCLTech WorkBlaze™ solution, we streamlined the workplace experience by automating applications, operations, service delivery and manual tasks to drive a total digital transformation.
The Challenge
Manual scaling up of operational processes leading to workplace transformation complexities
With business operations spanning 27 countries along with disparate on-prem and cloud-based resources and applications, our client faced several challenges scaling up its processes while supporting 70k+ users, providing technical support for 70k+ devices and managing services for 11k+ additional mobile devices. Key challenges included:
- Difficulties in total workplace transformation encompassing digital experience management
- Lack of workplace experience personalization, including applications, operations and service delivery
- Issues in the automation processes for manual tasks
- Obstacles in end-to-end modern device lifecycle management that involve processes such as leasing, procurement, hardware asset management and inventory management
The Objective
Simplify the complex operational processes and drive a seamless total workplace transformation
Our client wanted an end-to-end total workplace transformation by automating several repetitive manual tasks and operational processes, including the especially complex processes around application personalization, service delivery and inventory management automation.
The Solution
Streamlining operational workflows and driving total workplace transformation with HCLTech WorkBlaze™ solution
We helped our client automate and streamline manual, repetitive operational tasks with our industry-focused digital end-user experience monitoring tool, HCLTech WorkBlaze™ solution. Equipped with AIOps real-time workplace analytics, our solution helped our client spot trends and correlate proactive issue resolutions.
Key highlights of the solution:
- We also implemented the device lifecycle service FlexSpace to design, empower and enable a great experience for every employee in the context of their roles and requirements
- We implemented a DaaS performance optimization team setup for end-to-end automation of manual tasks
- We integrated a Citrix environment with ServiceNow to enable self-provisioning of VDIs and applications
- Moreover, we introduced self-heal capabilities and runbook automation based on problem management
The Impact
Achieved automated workflows and a seamless total workplace transformation
Our client has experienced top notch results after transitioning to a total digital workplace.
- They attained modern and unified endpoint management with cloud-based identity and authentication using single sign-on to both cloud and on-prem resources
- They also achieved autopilot for modern device provisioning with API-driven device policies
- We delivered a single pane of glass for hardware inventory and overall system health
- We also offered workplace experience consulting to provide a business-centric personalization for end users
- Additionally, an end-to-end device-as-a-service solution that encompassed a persona-aligned standardization of device model and configuration has been delivered
- We facilitated our client with real-time device health index monitoring with HCLTech WorkBlaze™ solution to track the health of devices based on system and application performance
