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| Case Study |
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Patni's Web Infrastructure Management and Help Desk solution delivers targeted business results
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A large global client earns significant cost reduction, ease of manageability and organizational effectiveness with Patni's web deployment, maintenance and support related services from offshore.
The Client
A leader in providing financial solutions and insurance to customers across the globe.
The Challenge
The client was looking for strategies towards cost reduction, ease of manageability and organizational effectiveness for its web infrastructure. Patni took over the project when there were 10 Internet and Intranet websites with five applications and over 19000 internal and external customers with an onsite team providing 8x5 service coverage.
The challenge was to provide web infrastructure management as well as 1st to 3rd level Help Desk Support for these websites while their numbers were growing and parallely increasing the service to 24x7.
Another critical objective was to derive long-term and continuous operational cost reduction by moving majority of the support offshore. All this has to be done with continuously improving service levels. Moreover, this was one of Patni's large-scale support projects for a multi-business based IT infrastructure environment with multiple platforms and technologies.
The Solution
Utilizing the Hybrid Service Delivery Model, the Patni team is involved in deployment, maintenance and Help Desk support for over 50 Internet and Intranet websites. Most of the onsite resources are transitioned offshore. The offshore team is also expanded to provide for the 24x7 window. Automated monitoring tools, telephone support and customized call logging software are utilized in provisioning the services
Patni's offshore Help desk was ranked the best with 85% calls resolved at 1st level; much higher than that for the client's other business.
The Technology
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Solaris |
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Win NT / Win 2000 |
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SiteMinder |
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SiteSeer |
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iPlanet |
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Broad vision |
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LDAP |
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SSO |
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The Benefits
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Improved service levels and tripled coverage window from 8x5 to 24x7 |
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Over 35% cost reduction achieved by providing support from offshore |
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Exchange of best practices, and deep mutual confidence resulting in the creation of a highly competent and optimized work force |
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Conversion of network bandwidth |
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