Automation and AI achieve 80% first contact resolution in distribution operations
Overview
A global leader of electronic components and services partnered with HCLTech to enhance business operations and drive enterprise-wide digital transformation. The initiative focused on SAP support, legacy application modernization, AI-driven innovation, automation and service delivery improvements.
By consolidating systems, optimizing inventory and embedding advanced analytics, HCLTech enabled them to achieve operational efficiency, service excellence and measurable cost savings.
Challenges
Complex legacy landscape
The client faced significant hurdles in modernizing its operations while balancing cost, efficiency and customer experience.
- Fragmented ERP and ecommerce systems created inefficiencies
- Large portfolio of legacy applications increased IT costs
- Limited predictive capabilities for inventory and demand forecasting
- Service delivery gaps led to delayed resolution and visibility issues
Objective
Transforming business and service operations
The objective was to reimagine their operating model by streamlining core systems, embedding AI-driven intelligence and accelerating automation across business and IT.
The goal was to strengthen operations, reduce costs and enhance customer experience through:
- ERP consolidation and ecommerce modernization
- AI/ML-led inventory optimization
- Service delivery excellence with KPI-driven improvements
- Automation and hyper-automation for scalability and efficiency
Solution
HCLTech’s digital transformation framework
- Legacy app modernization: Rationalized 459+ applications (SAP/JDA/.NET/Java) with 50% automation via microservices and DevOps
- AI/ML inventory optimization: Achieved 20% better forecasting, 23% lower distribution costs and real-time global tracking across 187 countries
- Process optimization: Reduced MTTR by 33% and achieved 80% First Contact Resolution
- Digitization and automation: Protected SAP investments and accelerated Agile DevOps adoption
Impact
Delivering measurable business outcomes
- Automation and efficiency: 50% automation across IT and operations; 100% enterprise service visibility
- Service excellence: 80% First Contact Resolution; 33% MTTR reduction
- Improved User Experience: AI-led continuous improvement and cybersecurity enhancements
- Cost and productivity gains: 10% fewer inventory errors; 10% warehouse productivity improvement; 5% space optimization; 30% CSAT improvement
Conclusion
This partnership shows how HCLTech helped modernize client's operations and optimize cost, efficiency and customer-experience — turning those improvements into real growth. Ready to see how this could work for you? Contact us today to get started.
