Industry:-Banking and Financial
Services:- Managed IT Services
The client
The customer provides technology and administration services to financial advisors and Banking across India. It offers a platform and technology for investment management, fund processing and administration.
The challenge
The customer aimed to deliver world-class and cost-effective solutions to its clients
In order to stay relevant and competitive in a dynamic market, the customer wanted to automate the information capturing process, which was costing them ~$0.5 million per year due to human errors along with ~$1.0 million per year in penalty risks
The customer faced some key challenges while trying to optimise operations and implement automation
- Monitoring and notification issues of assets and services, impacting end-customer experience Absence of an end-to-end architected service platform to enable automation and scaling
- Lack of virtualization and network management capability and automation
- Need for a well-architected framework
- SIAM, vendor consolidation, licensing and SLA management
What happened
Cloudi took over infrastructure managed services from a previous incumbent and offered Managed IT Services with a focus to optimise digital operations, enable digital transformation and improve SLAs impacting business outcomes
- Single pane of glass, 24×7 monitoring solution for end-to-end IT services monitoring for improved service identification and notification
- ITSM process audit and implementation of best practices, consistent governance and continuous improvement of ITSM multi vendor alignment
- Self-heal and self-help portal deployment for improved user experience
- Preventive, proactive and predictive approach for user-based delivery (Sense and Act). Leverage Adaptive Service Framework (ASF) to enable business service availability and reliability measured by defined business service SLAs
- Implementation of Aternity tool, self-service and self-heal bots to improve productivity and digital experience
- Digital service improvement initiatives to increase the effectiveness and efficiency
The impact: Tangible benefits
- Improved event management, monitoring insights and contributed effectively to capacity management
- Increased service reliability by reducing overall incidents by 20% and VDI incidents by 12% in a single quarter
- Self-service and self-heal automation improved digital experience for the customer and their customers.
- Cloudi received 97.47% positive feedback from the customer
- Leveraged the framework to transform business operations and services Continuous improvement cycle achieved in improving SLA above 99% in just two quarters
