Hexaware enables a global energy organization to achieve a 24% reduction in alerts, improve user-to-ticket efficiency to 0.9–1.15, and lower service desk call volumes by 10% through its unified command center and enterprise IT support model.
Client
Global Energy Organization and Offshore Operations Leader
The client is a global leader in the evolving energy industry, operating in 40+ countries with a network of 30+ vessels, multiple data centers, and several onshore campuses. Their distributed and hybrid environment, spanning vessels, remote sites, and global offices, required scalable command center solutions, a multilingual service desk, and robust hybrid infrastructure support to ensure stability and continuity.
Challenge
Operational Silos and Hybrid Environment Challenges
The client needed a modernized, end-to-end service model that could streamline operations across a complex global footprint.
- Need for a unified support interface
A centralized enterprise IT support model was necessary to bring together incidents, service requests, access provisioning, and security incident management.
- Complex, distributed operations
Global energy operations required integrated IT support across ports, with a mix of dedicated and dispatch-based vessel coverage.
- Critical data center dependencies
With a heterogeneous data center landscape, consistent data center management and proactive monitoring were essential.
- On-site workforce and campus support
Geographically dispersed employees required cohesive workplace support with predictable service levels.
- Security incident handling
A structured framework for security incident management was needed to ensure timely responses and escalations.
- Requirement for 24×7 multilingual IT operations
The client required a multilingual, around-the-clock managed IT services model that supported users worldwide.
Solution
Integrated Service Delivery and Command Center Optimization
Hexaware implemented a globally integrated support ecosystem combining advanced command center capabilities, vessel operations support, workplace services, and data center oversight.
Multilingual service desk and command center solutions
- 24×7 multilingual service desk supporting nine languages
- Unified handling of enterprise-wide incidents, service requests, and access requests
- Centralized triage of security events through integrated command center solutions
- Real-time monitoring and proactive detection for superior enterprise IT support
Workplace and campus support
- Dedicated on-site support for nine key global campuses
- Dispatch-driven workplace support model across 33 additional sites
- Enhanced on-site desktop support through standardized managed IT services processes
- Seamless user experience delivered across regions
Vessel operations support
- Dedicated vessel support teams at high-volume ports
- Dispatch-based support for all remaining ports globally
- Integrated issue resolution for hybrid infrastructure support across 30+ vessels
Data center and infrastructure management
- Full-spectrum data center management, including servers, networks, and storage
- Event correlation to eliminate alert fatigue
- Automation-driven remediation for improved availability
- Strengthened backbone for global IT support
User experience and automation platforms
- Dock IT for analytics, device health scoring, and proactive remediation
- ART automation for self-service password reset and account recovery
- Significant reduction in repeat incidents and service desk dependency
Integrated security incident management
- Centralized triage and escalation workflows
- Standardized processes to improve detection and coordination
- Enhanced alignment with cybersecurity and compliance teams
Benefits
Delivered Measurable Efficiency, Visibility, and Operational Excellence
Quantitative outcomes
|
Impact area |
Outcome |
|
Alert reductions |
24% decrease in the first year through automation |
|
Ticket optimization |
Improved user-to-ticket ratio to 0.9–1.15 |
|
Resource continuity |
20% strategic re-badging to retain domain knowledge |
|
Password-related call deflection |
10% drop due to ART automation |
Qualitative Outcomes
- Consistent, globalized support across offices and vessels
- Enhanced collaboration between the workplace, data center, infrastructure, and security teams
- Elevated employee experience through proactive issue resolution
- A scalable managed IT services model for future growth
- Strengthened digital workplace through automation-led efficiencies
Summary
This engagement enabled a robust, enterprise-grade ecosystem built on command center solutions, multilingual support operations, and strong hybrid infrastructure support. Hexaware delivered a comprehensive enterprise IT support framework combining workplace services, vessel operations support, data center management, and automation platforms—the result: improved operational stability, stronger user satisfaction, and measurable efficiencies across the organization.
With integrated automation, proactive monitoring, and global process alignment, the organization now operates on a future-ready digital workplace foundation powered by scalable, resilient managed IT services.
Hexaware’s next-gen digital solutions bring new possibilities to the energy & utilities operations. Our approach drives efficiency, reliability, and innovation across the energy value chain.
Visit our Energy and Utilities page for additional information on our IT services and solutions.
