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Integrated Infrastructure Management and ASM

Integrated Infrastructure Management and ASM

Client
Our client is a $22 Billion Fortune 500 global document management company, with operations in 160 countries, servicing schools, small businesses, government agencies, healthcare providers, commercial printers and Fortune 1000 companies. It employees 1,36,500 people worldwide.
 
Situation
Client has put a focus on improving the operating margin of the organization using business optimization as a strategic lever to achieve the objective.
As part of the business optimization the client was looking for a integrated IMS and AMS services for a multi year transformational program, with pre-committed year on year reduction in Run-The-Business costs, and reduction in IT Intensity.
 
HCL Solution
  • Global Delivery Model, combining infrastructure and application services in a centralized team approach through an integrated operations center, for an ‘always-on’ support.
  • Established a 70%+ offshore delivery model based in India & Malaysia for this support services, with onsite (at UK) presence for client engagement activities for AMS with end-to-end solution and complete ownership of the Data centre services
  • HCL leveraged the Managed Services framework MASCOT to have a smooth transition  in a phased manner and  established common Tools & process at various Data centres in Xerox whilst / after taking over services 
 
Process & Technology Areas
  • Process Areas: Market to Order (MTO), Order to Cash (OTC), Customer Support Organisation (CSO), Claim to Pay (CTP), Channel & Query Management (CQM), Integrated Supply Chain (ISC), Supplier Relationship Management (SRM), Governance to Reporting (GTR), Business Intelligence (BI), Human Resource Management (HRM), Governance, Risk & Compliance (GRC)
  • Technologies: Unix, Windows, Storage, Backup, Restore, SAP
 
Benefits Delivered
  • Solution Stability – over 60% reduction in ticket volume in a span of 1.5 yrs
  • Standardization of support across regions resulting in better and efficient processes
  • Increase in transaction processing capacity by the process team by over 20%, leading to increase in revenue
  • Redistribution of IT spend by lowering the costs associated with operations, and enabling investments into ‘innovation’

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