Global F&B Leader Transforms IT with Hyper-Automation

Leading global food and beverage corporation enhances IT efficiency with HCLTech’s hyperautomation

Driving zero-touch IT operations and scalable growth across 76 countries

5 min Lesen

Overview

A leading global food and beverage corporation, operating across 76 countries with over 200,000 users, partnered with HCLTech to modernize their IT infrastructure. The goal was to achieve a zero-service desk model, reduce high-severity incidents by 95% and optimize cloud costs by 30% over five years. HCLTech delivered an AI-driven, end-to-end hyperautomation IT ecosystem and harmonized ITSM operations to drive multi-vendor governance with enhanced user experience and enable scalable growth.

The Challenge

Overcoming inefficiencies in global IT operations

As the company expanded into new markets and acquisitions, it saw the opportunity to create a unified, automation-led IT foundation—driven by zero-touch operations and self-healing capabilities to accelerate digital transformation, strengthen resilience and prepare for the next era.

This vision extended beyond modernizing IT. The client set out to establish a hyperautomation operating model that delivers scale, agility and consistency worldwide.

The collaboration combined the client’s forward-looking strategy with HCLTech’s expertise in IT operations, transformation and integration. This resulted in a future-ready model powered by zero-touch automation, self-healing IT and scalable intelligence, equipping the client to lead with confidence in a digital-first era.

Reimagining IT operations: an intelligent foundation for business growth

The Accelerate IT program launched in partnership between the client and HCLTech, unified IT operations under a single Managed Service Provider spanning Service Desk, Network, Cloud, Data Center, Digital Workplace and Field Services. At its core, the program established a standardized IT operating model designed to simplify operations, enhance resilience and provide a consistent, automation-led foundation across the enterprise.

The initiative focused on building a next‑generation service platform infused with zero‑touch automation, self‑healing and intelligence‑driven processes to modernize service delivery and align IT more closely with business priorities. Through this collaboration, HCLTech has laid a strong foundation for the client, transforming IT into a strategic enabler of growth and innovation. By embedding automation, intelligence and observability into its IT backbone, the client has created a future-ready model that improves service reliability, accelerates decision-making and equips the enterprise to thrive in the digital era.

The Objective

Building a scalable, automated IT ecosystem

The client sought a technology partner with expertise in large-scale IT management and multivendor orchestration. The client required:

End-to-end IT services covering end-user support, data centers, cloud and network operations, integrated across private and public clouds
Hyperautomation to eliminate 75% of service desk tickets and achieve 35% productivity gains
A consumption-based as-a-service model, including hardware-as-a-service, with shared risk-reward mechanisms and an innovation fund
Full-stack observability and multivendor orchestration to ensure seamless operations and long-term digital leadership

The Solution

Implementing a hyperautomation IT framework

To address the client's complex IT challenges, HCLTech designed and deployed a transformative, cloud-native framework powered by hyperautomation.

HCLTech began with a comprehensive infrastructure analysis to uncover inefficiencies and identify optimization opportunities. This foundational step set the stage for a series of strategic interventions across the IT landscape.

Key solution highlights

Infrastructure analysis: Assessed 5 global data centers with 18,000+ Servers, 122,000+ End User devices, 45,000+ network devices and 9,000+ Azure/AWS instances to pinpoint inefficiencies
Hyperautomation: Deployed over 150 bots using Ansible, automating 40% of data center operations. Tools like ServiceNow VA and smart IVR (Vayusphere) enhanced responsiveness, while Rubrik enabled 55% no-touch remediations
Service desk modernization: Introduced AI chatbots, real-time translation and self-healing tools (Systrack), reducing manual interventions to less than 10%
Data center consolidation: Reduced 29 data centers to five within two years, achieving one-click disaster recovery and a 15% reduction in IT footprint
Cloud optimization: Integrated FinOps tools (KubeCost, Flexera) to drive 8–10% annual savings by automating 75% of cloud service requests
Full-stack observability: Centralized dashboards with predictive analytics (OnePOC) minimized major incidents by 95%
Multivendor orchestration: Acted as the orchestrator to ensure unified Service performance monitoring across vendors
Global delivery model: Leveraged delivery centers in Noida, Chennai, Krakow, Manila and Guadalajara, supporting languages like Arabic, Spanish and Mandarin

To ensure long-term scalability and compatibility, the solution was validated through pilot testing of DNAC and ServiceNow ITOM—reinforcing the robustness of the framework and its readiness for future expansion.

The Impact

Transforming IT efficiency and scalability

HCLTech’s solution delivered significant outcomes, accelerated our client’s IT operations and laid the foundation for long-term growth:

Reduced manual interventions: Achieved lower manual interventions, from 45% to under 10%
Enhanced efficiency: Consolidated data centers and automated 40% of operations, saved millions annually
Improved user experience: Tools like AR/VR support and modern device management (Autopilot) boosted satisfaction
Cost optimization: Reduced cloud costs by 30%, with 8-10% annual savings via FinOps over five years
Scalability: Establish a foundation for >60% automation by 2026, with plans for GenAI expansion and full-stack provisioning

Future roadmap includes:

Expanding GenAI for predictive analytics and IT/OT convergence
Implementing value stream monitoring for more than five business processes
Enhancing network observability with tools like Thousand Eyes and DNAC
Achieving >60% automation through self-healing bots and firewall segmentation

Conclusion

HCLTech’s hyperautomation solution transformed the client’s IT landscape, enabled cost-effective scalability, enhanced resilience and delivered superior user experiences.