Process standardization and enhanced user experience
The client is one of the leading travel technology companies in the world.
The client wanted to transform and modernize its legacy IT Service Management Tools (ITSM) to achieve process standardization and reduce the overall cost of service management. They were looking to merge the processes and tools of four disparate ITSM systems and enhance user experience. They faced the following challenges:
They were planning to transform the legacy system with new functionality in 24 months to minimize running multiple systems in parallel.
The Hexaware approach focused on implementing a modern ITSM system with fit-for-purpose processes and functionalities. The journey involved:
The phased tools rationalization and process convergence program helped the client elevate customer experiences. The accelerated engagement defined by best-in-class deployment reduced the cost of service management. Thus, the modern ITSM system aligned with the client’s business goals helped fast-track digital transformation and drive agility.
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