Actionable Insights

Story Series

TURNING DATA INTO

ACTIONABLE INSIGHTS

FOR BUSINESS SUCCESS

CEO OF THE COMPANY

“On our path to digital transformation, what should we focus on, where do we lack?”

it Team

“The distributed and replicated nature of applications and infrastructure is resulting in high cost of maintenance.”

OPERATIONS TEAM

“We have a lot of information. However, the diversity, geographic distribution and lack of integration among applications is making the data reside in silos. Furthermore, we have to manually collate data to derive business insights.”

Customer Service Team

“This is also affecting our level of service delivery as the services vary from customer to customer.”

CIO of the Company

“Let’s look out for an IT services partner who can help us in creating an adaptable, global information technology landscape that is capable of delivering business excellence.”

OVERVIEW

Who is our Client?

Headquartered in Hong Kong, the client is one of the leading professional services company with 4,300 employees across 46 jurisdictions throughout the regions of Americas, Asia Pacific, Europe and the Middle East.

What they wanted and Why?

The client’s IT landscape was a result of organic growth to meet business and regulatory requirements as they emerged and lacked a strategic approach. Over the years, applications, infrastructure and processes were deployed as required at a given point in time and place; often resulting in the duplication of applications and efforts. Also, many of these applications were not integrated with other existing applications. In addition, few acquisitions over the last few years brought in some of the legacy systems in the client’s ecosystem. The distributed and replicated nature of these applications and infrastructure resulted in high cost of maintenance. The diversity, geographic distribution and lack of integration among applications resulted in data silos. This resulted in the manual collation of data to derive business insights; which again was not considered precise as there was a possibility of data being overlooked or was incomplete. As a result, the client was struggling to deliver a seamless customer experience across its locations.

Image: Client’s Old IT Landscape

CLIENT PARTNERED WITH HEXAWARE to transform their IT landscape in order to maximize operational excellence and deliver a seamless customer experience.

DIGITAL TRANSFORMATION–THE WAY FORWARD

The company wanted to transform its information technology landscape to maximize operational excellence and deliver a superlative customer experience through multiple channels. They also wanted to implement a reformed and adaptable information technology landscape to meet emerging challenges in the future.

After a complete due diligence of their IT landscape, we identified four key areas in the transformation journey – Customer Experience, Business Processes, Applications and Infrastructure. The aim was to rationalize the components given below to create a global IT architecture that relies on a common set of applications, Cloud-based infrastructure and standardized processes to deliver excellent customer experience and lower the cost of IT.

Customer Experience

Superlative Customer Experience

• Varied enriching experiences for the end customers • Non-standard experiences to consultants serving end customers based on underlying applications used

• Simplified customer journeys • Optimized touchpoints & omni-channel experience • Driving operational excellence

• All end-to-end operations done by serving office / team • Minimal segregation of Front Office and Back Office operations • Underutilization of high cost consultant skills • Utility in operations missing due to staggered operations across multiple countries and geos

• Hub and Spoke operations model • Hub: Automated commodity processes • Spoke: Specialized end-customer touchpoints

Business

Simplified Business Process

• Multiple applications for similar functions • Disparate systems, missing common view and analytics • Heavy effort to integrate

• Platform and service bus-based non-monolithic applications • In-built analytics combined with Artificial Intelligence (AI) / Machine Learning (ML) for decision making • In-built information security, GDPR compliance

Applications

Common Applications

• Multiple datacenters; specially in high cost locations; high maintenance • Multiple tools, solutions for similar functions • Underutilization of ITSM and Cloud

• High availability, high scalability and high performance • Maximized Cloud adoption • Monitoring analytics for decision making

Infrastructure

Robust, Cloud-based Infrastructure

OUTCOME

The Global Delivery Model: A New Way of Working

Hexaware designed a Global Service Delivery Model that was based on an integrated IT architecture and standardized processes. Hexaware envisaged a unified portal that became a single window of operations for the client. Automation and in-built workflows played a vital role in improving the speed and efficiency of operations.

The Enterprise Architecture

Given the need for a global application platform and infrastructure, Hexaware proposed a Cloud-based solution that would help to:

Unified Portal for both employees and clients built on a comprehensive content management system so that both the sides share a common story. There were multiple touchpoints built in to ensure an omni-channel experience

An enterprise-bus based loosely coupled application architecture to ensure that the IT ecosystem can grow and change as business requirements change

Enterprise-level integrated data warehouse to ensure comprehensive data for reporting and analytics and to improve omni-channel experience

End-to-end orchestration resulting from robust business process management (BPM) to ensure visibility and metrics

Consolidated IT applications on scalable platforms to ensure one application for one function across all geographies

Master Data Management to create structured, secure database with no duplication to ensure a single source of truth

THE SOLUTION

With this new IT landscape, the client could:

Enable SECURE ACCESS to any application from any location

Ensure a HIGHLY SCALABLE RESOURCE POOL across public Clouds and global network

INTEGRATE NEW ACQUISITIONS / OFFICES to client’s network within days rather than weeks / months

SaaS Cloud(s)

Customers & Business Partners

IaaS/PaaS Cloud (Regional)

secure elastic INTERCONNECT

Existing Client DCs

Client Offices

INFRASTRUCTURE ARCHITECTURE

Improving customer experience was the overarching objective of the client’s IT transformation initiative. To meet this objective, Hexaware identified several key solution elements that would help the client enhance their customer experiences and have a seamless IT transformation journey.

• Gain time to focus on core business functions • Achieve greater efficiencies and economies of scale • Reduce downtime • Save time and control operating expenses • Reduce cost by 30% • Obtain on-demand resources • Improve productivity by enabling communication, collaboration and knowledge sharing

• Access highly specialized talent – this would otherwise be too expensive to develop and maintain in-house • Realize a technology edge over competitors • Make the customer onboarding 2X faster • Improve customer experience

With our adaptable, global information technology landscape, the client could achieve cost savings and customer delight, thereby resulting in business excellence.

IMPACT

ABOUT HEXAWARE

Metro 101, Suite 600,101 Wood Avenue South, Iselin, New Jersey - 08830 Tel: +001-609-409-6950 Fax: +001-609-409-6910

NA Headquarters

152, Sector – 3 Millennium Business Park ‘A’ Block, TTC Industrial Area Mahape, Navi Mumbai – 400 710 Tel : +91-22-67919595 Fax : +91-22-67919500

India Headquarters

Level 19, 40 Bank Street, Canary Wharf, London - E14 5NR Tel: +44-020-77154100 Fax: +44-020-77154101

EU Headquarters

180 Cecil Street, #11-02, Bangkok Bank Building, Singapore - 069546 Tel : +65-63253020 Fax : +65-6222728

APAC Headquarters

Level 3, 80 Mount St, North Sydney, NSW 2060, Australia Tel : +61 2 9089 8959 Fax : +61 2 9089 8989

Australia Headquarters

Hexaware is the fastest growing next-generation provider of IT, BPO and consulting services. Our focus lies on taking a leadership position in helping our clients attain customer intimacy as their competitive advantage. Our digital offerings have helped our clients achieve operational excellence and customer delight. We are now on a journey of metamorphosing the experiences of our customer’s customers by leveraging our industry-leading delivery and execution model, built around the strategy— Automate Everything , Cloudify Everything , Transform Customer Experiences . Hexaware services customers in over two dozen languages, from every major time zone and every major regulatory zone. Our goal is to be the first IT services company in the world to have a 50% digital workforce. Learn more about Hexaware at www.hexaware.com

www.hexaware.com | marketing@hexaware.com

Read at leisure

READ AT LEISURE

Hexaware is the fastest growing next-generation provider of IT, BPO and Consulting Services. Our focus lies on taking a leadership position in helping our clients attain customer intimacy as their competitive advantage. Our digital offerings have helped our clients achieve operational excellence and customer delight by ‘Powering Man Machine Collaboration.’ We are now on a journey of metamorphosing the experiences of our customer’s customers by leveraging our industry-leading delivery and execution model, built around the strategy— ‘Automate Everything , Cloudify Everything , Transform Customer Experiences . We serve customers in Banking, Financial Services, Capital Markets, Healthcare, Insurance, Manufacturing, Retail, Education, Telecom, Hi-Tech & Professional Services (Tax, Audit, Accounting and Legal), Travel, Transportation and Logistics. We deliver highly evolved services in Rapid Application prototyping, development and deployment; Build, Migrate and Run Cloud solutions; Automation-based Application support; Enterprise Solutions for digitizing the back-office; Customer Experience Transformation; Business Intelligence & Analytics; Digital Assurance (Testing); Infrastructure Management Services; and Business Process Services. Learn more about Hexaware at www.hexaware.com

About Hexaware

Metro 101, Suite 600,101 Wood Avenue South, Iselin, New Jersey - 08830 Tel: +001-609-409-6950, Fax: +001-609-409-6910