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HCL supports a mission critical application used by over 80 customers across multiple geographies

HCL supports a mission critical application used by over 80 customers across multiple geographies

BACKGROUND

  • Headquartered in Bonn, Germany, our client serves residential and commercial customers in the logistics sector through a network of joint operations and offices. Its core services are postal services (surface mail) and logistics, and it operates through four business divisions - Mail Services, Freight Management Services, Supply Chain Management and Logistics.
  • Our client faced issues with the way its warehouse system was being managed and was therefore unable to offer flexibility, cost effectiveness and continuous improvement in alignment to its strategic vision


CHALLENGES/ OBJECTIVES

  • An effective and consistent IT services proposition that reflects economies of scale, through a more agile and scalable service proposition
  • Integrate services provided by multiple entities – various vendors and internal customer IT teams
  • Deploy a service program committed to quality and excellence and underpin the program with a Governance and process model
  • Introduce effective good product management practices for the WMS product that had 11 key versions and almost 80+ streams
  • Reduce the TCO of ownership of IT services, and reduce YoY costs
  • Provide effective, timely and accurate management information
  • Provide an integrated cohesive program approach with the flexibility and agility to work with existing and third party hosting service providers; Zero business disruption during transition [from a less than cooperative incumbent vendor]


THE SOLUTION

  • HCL provided a transformational service delivery model that seamlessly integrated services provided by multiple entities into a unified service provided by a single team. ITIL Aligned Application Services Delivery through an integrated and outsourced model that is providing consistent services to all customer entities spanning APAC, the Middle East, Africa, Europe and the Americas
  • Implemented robust Configuration management and Product management (development & enhancement) practices adhering to CMMi Level 5 standards
  • Provided a structured Governance model with weekly, monthly, quarterly, and yearly reviews with the client’s management team
  • Rebadged 14 customer employees successfully into our environment
  • Introduced a centralized multilingual support service to support our client’s business 24x7
  • Used HCL tools to standardize documentation, support procedures, and application structure
  • Suggested the use of our proprietary tool, PM Smart - for better control over Product Management (Problem & Change Management)
  • Delivered enhancements and handled new rollouts in parallel with the transition to address high priority business requirements; Successful transition using our proprietary Asset™ methodology


RESULTS/ BENEFITS

  • Savings of approximately 1 Million Euros per year (> 30% cost savings)
  • Applied BAIT [Business Aligned IT] principles to create detailed Business Process Maps to help drive rationalization of add-on modules and external tools used. This simplified activities, improved throughput and reduced support and maintenance efforts
  • Enriched documentation by creating documents for all versions as part of the ASSeT process during transition
  • Created an Academy to speed-up the learning and sharing of best practices
  • Benchmarked product features and capabilities with Industry leading COTS packages to enable the creation of a Product Roadmap for Prologs
  • Successfully rebadged and integrated 14 members of our client’s team to provide continuity to its customers. Improved service provisions by leveraging the deep customer knowledge of the rebadged team while aligning to HCL’s best practices
  • Zero business disruption and risk free transition completed within 3 months despite minimum support, lack of documentation and knowledge transfer from the incumbent vendor


SNAPSHOT

  • Service Areas: Application Enhancements, Maintenance & Support, Corrective and Preventive Maintenance, Production Support
  • Technologies: PowerBuilder, Delphi, Microsoft .NET, J2EE, Oracle Databases 9i, 10g

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