L&T SSC
Engineering And Construction Major’s Global
Shared Service Centre (SSC) Goes Live With iFIX Platform
About the customers
US$ 20Bn+ MNC in heavy engineering, technology, manufacturing, construction, and financial services with global operations. The company runs a Shared Services Centre (SSC) that operates as the global hub of excellence in delivering comprehensive business support services to approx. 3,00,000 stakeholders across 5 divisions and 30+ associate companies and subsidiaries across the world.
Business Challenge
Customer’s SSC (Shared Service Centre) was running their operation with an in-house application having multiple manual breaks. As a result, operational issues started cropping up along the following lines:
• Challenge in capturing on-demand service needs due to
limited access
• Manual allocation of business support services task to wrong
team causing delay in service delivery as well as stakeholder
dissatisfaction.
• Absence of self-help/ Standard Operating Practices (SOPs)/
Do-It-Yourself (DIY) options causing dependency issues even
for simpler service requests
• Challenge in providing priority response to senior
management requests
• No formal escalation processes
• Lack of visibility on the execution process to the stakeholders
• Manual reporting of the MIS
Solution
• iFIX Cloud Platform as Shared Services Operations platform for real time interaction, stakeholder engagement and service delivery.
• Single Sign On (SSO)
• Real Time Solution Database (Self Service Features),
• Knowledge Map, Smart Search, FAQs, Standard guidelines (SOPs)
• Automation led dynamic workforce allocation, Real Time Notification, SLA Engine, SLA Meter, Escalation Manager, Mass Closure, Team Collaboration history, Security Audit Log
• Realtime Analytics- Actionable Dynamic Realtime Responsive KPI Dashboards at 3 levels – Operational, Tactical & Management, Automated MIS.
Benefits
• Anytime, anywhere multi-channel access
• Productivity improvement through Platform led Service Automation
• Digitalization of FAQs and SOPs providing real time automated access
• Improved Service Level Compliance with optimum MTTR
• Workforce Optimization through automated team allocation
• Improved Service Resolution through Predictive Alerts and Real Time Notifications
• 100% Transparency and Visibility to the stakeholders
• Reporting Automation
• VIP Channel to Senior Mgmt. Requirements
Summary
The customer’s Shared Service Centre (SSC) faced operational challenges with their in-house application, including limited access, manual allocation errors, and a lack of self-help options. To address these issues, they implemented the iFIX Cloud Platform as a Shared Services Operations solution, offering real-time interaction, stakeholder engagement, and service delivery. The platform features Single Sign-On (SSO), an integrated ChatBOT, a Real-Time Solution Database with Do-It-Yourself capabilities, and automation-led workforce allocation. The benefits of this solution include anytime, anywhere omnichannel access, improved productivity through service automation, digitalization of FAQs and SOPs for real-time access, enhanced Service Level Compliance, workforce optimization, improved service resolution with predictive alerts, 100% transparency for stakeholders, reporting automation, and zero downtime for senior management requirements.
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