Global Financial Services Company - Applications and Infrastructure Outsourcing
Since the start of our relationship in 2002, NTT DATA UK has evolved from a staffing services provider into a preferred partner for application and infrastructure outsourcing and strategic staffing for high-end application development and support.
About the Project
NTT DATA was asked to identify opportunities to improve productivity in the systems we support.
We recommended a number of improvements including:
- Managing service desk operations from one point of accountability, using an onsite, onshore, nearshore and offshore model
- Using a standardised support toolset leveraging the client’s strategic support tools and a custom built workflow and resolution database
By utilising “Ready for Business” solutions and leveraging automation, NTT DATA eliminated over 40,000 hours of manual work in just 12 months, saving the company more than $1.75 million. The additional support capacity created from productivity improvements allowed us to take on additional work for the client without increasing overall costs. The client was also able to reduce its risk exposure by:
- Increasing transparency into incident volume and resolution
- Improving support processes
- Implementing proactive problem-solving initiatives such as monitoring and automation
We helped the client to achieve significant cost savings and productivity improvements. NTT DATA is now positioned as a Subject Matter Expert, contributing insight and ideas on how further improvements might be achieved.