Leading Indian technology, engineering, construction, manufacturing, and financial services conglomerate transformed its shared services centre into a Digital Command Centre through iFIX EDC, serving 300,000+ customers

global shared services centre

ENGINEERING AND CONSTRUCTION MAJOR’S GLOBAL SHARED SERVICE CENTER GOES LIVE WITH iFIX

Customer Case Study

A RECENT SUCCESS

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 37+ associate companies and subsidiaries across the world.

KEY METRICS

  • Customer/End User: 3,00,000+
  • Availability: 24x7x365
  • Deployment: Global Scale
  • Service Call: 2,00,000+ Per Yr.
  • Customer Care Team: 60+
  • Escalations Mgmt: 5 Levels

iFIX integrated Framework for Intelligence eXperience Enhances profitability across people, processes, and customers through Ai/ML/RPA driven proprietary DPR© (Detection- Prevention-Resolution) engine.

We have brought in an integrated digital care concept that works end-to-end from tracking Multi-channel digital interaction to fulfilling their preferences – all in real time,

CUSTOMER CHALLENGES

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:

  • Challenges 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

Drive Up Operational Performance with iFIX Digital Command Centre Solution

BUSINESS SOLUTION
  • iFIX Cloud Platform as Shared Services Operations platform for real time interaction, stakeholder engagement and service delivery.
  • Single Sign On (SSO) to customers’ domain
  • Integrated ChatBOT
  • Real Time Solution Database (Do-It-Yourself 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 D3B (Dynamic Digital Dashboards) at 3 levels – Operational, Tactical & Management, Automated MIS.
BENEFITS
  • Anytime, anywhere omni 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
  • Zero downtime to Senior Mgmt. Requirements