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A leading business information company wanted to transform its applications management system by eliminating operational silos, freeing up capital for strategic growth investments and making the customer experience globally consistent. However, the lack of standardized support frameworks as well as insufficient coordination between application development and support activities posed a huge challenge. Conflicting priorities and no centralized governance led to the inappropriate deployment of resources. The company decided to leverage Cognizant’s deep understanding of its technology and business operations and asked us to help optimize its global applications portfolio.
For consistency and synchronization of separate units, Cognizant designed a global operating model. We adopted a Kanban agile development method to ensure speed and agility. This global model featured operational innovations to enhance service and efficiency. For example, the centralized self-help feature moved issue resolution closer to the user and automated many of the frequently recurring issues, helping deliver 100 percent service-level agreement (SLA) compliance across all applications. We also created a roadmap to modernize the legacy mainframe platforms and accelerate a move to the cloud using the metrics established and what was learned in this engagement.
The revolutionary change in applications management helped the company meet its immediate priorities, including scalability, faster time to market and better response to customer priorities. Digital operations frameworks—specifically, an enterprise risk management platform, a centralized self-help portal and a data quality tool—help the company stay ahead of competitors in digital innovation.
long-term customer loyalty and brand equity
cut outstanding service tickets by 53%
100% SLA compliance across all applications
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