How IAC delivered 30% IT cost savings to a Fortune 2000 client
The client is a leading Fortune 2000 workspace provider delivering Co-Working solutions to more than 2 million people, operating in more than 3 thousand locations across 6 continents, and has been in the workplace business since 1989. The client’s unrivaled footprint and unique customer proposition continue to drive growth and enable the creation of an entire ecosystem that supports business on a local and global level.
The client operates a distributed IT approach leveraging a 3rd party IT vendor who manages support of all network devices, data centers, technological infrastructure, and workplace IT solutions. The client compensates the 3rd party vendor for the number of support tickets created, devices supported, transaction count, and T&M for special projects. The business effort required in operating a distributed IT model with a massive footprint of customers using workplace services and the client’s 10,000+ global employees demand a hefty operating cost paid to the 3rd party IT vendor
The client is believed to be risk-averse to any technological integration or changes due to the sensitivity of the whole IT distributed model, the scale on which it operates and the cost it would take for any delivery optimization program.
Suffice to say that the client is not comfortable getting into an agreement with another company that will lock them into a costly contract.
IAC laid out a win-win framework that established a clear pathway for success with no risk on the client end.
One of the primary challenges for the client is the fact that the data is highly unstructured data and multilingual. This complexity presented a major roadblock in identifying accurately the potential business Impact. To build a compelling business case, we executed a world-class discovery methodology utilizing various emerging technologies.
First our data science team ran a tedious process to clean and transform the data and make it more manageable and liquid We could then use our in-house machine learning clustering and text mining techniques to successfully structure the data. This data transformation led to accurate identification of large opportunities and highlighted key automation use cases to be leveraged and implemented.
We confidently built a 30% reduction cost reduction business case proposal and got into a gain share agreement with the client that stipulated no financial commitment on their end until outcome aligned to the business case materialized.
We are fully contractually incentivized to drive Automation and Results
Equipped with an improved dataset, we analyze the client’s major IT challenges that drove the 3rd party IT service provider cost and articulated our action steps around implementing solutions to reducing billable tickets by 30% or more. We built a best-in-class delivery model that enables data to be continuously supplied into a production pipeline of Use Cases (UC). UCs are designed, built, tested, and deployed in accordance with client specifications and approval.
Examples:
Examples:
• Intelligent correlation of tickets to eliminate manual effort spent by IT administrators troubleshooting related incidents
• Intelligent correlation of tickets deep diving into historical activities. One ticket one root cause.
Automated actions are performed with no manual intervention needed.
Below is a sample UC:
• Virtual Agent self service solution : Using a toolbox combined with a virtual agent to fix common PC problems with a self-service solution.
• Automated Proactive problem management : Implement smart robot to identify recurrent issues that creates incidents and prevent creation of future tickets.
Implementation of various action steps focuses on streamlining and improving existing processes.
The success of this case can be summarized into 3 key parts:
IAC is built and run by experts who have been in the intelligent automation industry for decades and with a proven track record of delivering desired business outcomes to companies of all sizes
IAC services seamlessly integrate into the client’s existing process. While we are all mavericks and disruptors, we understand the need to leverage existing investments and create a frictionless integration of our services into any company’s existing business processes.
We recognize opportunities and move to seize them. We don’t compete with any internal business unit or external 3rd party IT service provider. Our services can be utilized to solve business challenges and
complement any existing parties involved in it.