Healthcare Case Study: HCLT provides integrated service management across 85 applications resulting in over 12% YOY savings
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HCL partnered with a global pharmaceutical client to provide integrated service management across 85 applications, which facilitated a shift from a technology-oriented model to one that better utilized resources and reduced costs. Key initiatives included transitioning to a tiered managed services support model and implementing ITIL-based processes, resulting in significant reductions in incidents and over 12% savings in the first year. Overall, the transformation led to improved service levels, increased customer satisfaction, and enhanced IT effectiveness.
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Healthcare Case Study: HCLT provides integrated service management across 85 applications resulting in over 12% YOY savings
- 4. HCL provides Integrated Service Management across 85 applications resulting in over 12% YoY savings BACKGROUND Our client is a global research-driven pharmaceutical company that discovers, develops, manufactures and markets a range of products to improve human and animal health Its existing business model was very technology oriented and did not optimally utilize its resources. Partnering with HCL on a transformational initiative, it wanted to leverage a global delivery model that would align IT to its business needs even while optimizing costs CHALLENGES / OBJECTIVES SNAPSHOT Process non-compliance by projects, support personnel, and geographic Vertical: Healthcare divisions Micro-vertical: Life Sciences Production Deployment and Service Management teams were working Service Areas : IT & Business Consulting, in silos providing a fractured view of operations – therefore, the inability Application Development, Maintenance & Operations, Infrastructure & BPO services to drive productivity gains and reduce costs Technologies: ERP / CRM, DW/BI, Business Multiple vendors / multiple SLAs and the lack of an integrated approach Integration Services, Web Applications, SOA, – all leading to end-user dissatisfaction at higher costs and COTS applications (LIMS, CDMS, CTMS), and Legacy Applications
- 5. THE SOLUTION HCL’s role was to provide integrated service management across several applications and reduce maintenance & support costs for applications while ensuring consistent service levels and quality of service delivery. HCL tracked and reduced spend per application, lowered RTB spend through value-creation initiatives, carried out process improvements and optimization exercises using shared resources, and was able to deliver productivity gains while streamlining the existing processes - all contributing to increasing customer satisfaction. Transformation initiatives included: Migration from a resource-specific T&M based support model to a Tiered Managed Services Support model, that included a Triage Desk, KEDB-based L1.5 Support Team, Domain specific L2 specialists and technology-based L3 SMEs ITIL-based processes, reporting, metrics-tracking and process streamlining Other key activities included: Standardization of Incident, Event Management and Problem Management processes Overhauling existing Knowledge Management processes Training across the board on ITIL-based processes (over 70 managers/leads and 150+ resources trained on ITIL v3 Foundation) System availability management Scoping of activities and tasks for respective support tiers, as well as providing appropriate access levels Creation of the Triage desk – towards total customer ownership, as well as to ensure that SLAs are consistently met RESULTS / BENEFITS ITIL-based processes implemented and stream-lined across 85 applications Incident reduction of up to 55% in a few applications – overall approximately 18% Cost benefits associated with the economies of scale, productivity gains, and process improvement s – led to over 12% savings during the first year of implementation Increased IT effectiveness and end-user satisfaction due to agility and service improvements Improved Service Levels and robust Knowledge Management processes Minimized overheads on increase/reduction in demand as a result of better scalability
- 6. Hello, I’m from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions. We use digital engineering to build superhuman capabilities. We make sure that the rate of progress far exceeds the price. And right now, 88,000 of us bright sparks are busy developing solutions for 500 customers in 31 countries across the world. How can I help you? www.hcltech.com