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| Case Study |
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Electrolux-Patni partnership takes
Customer Service to new heights |
A Patni-Electrolux offshore collaboration on an Europe-wide Service Desk initiative helps
to transition support and development of IT Solutions, create efficient processes, provide
competitive customer service and reduce year-on-year costs.
The Client
A consumer appliances
company, the Electrolux Group
ranked among the Top 200
companies on the 'Forbes
International 500' list. More
than 55 million Electrolux
Group products are bought
across 150 countries each year.
Electrolux IT Solutions, the
technology arm of the
Electrolux Group, employs 800+
IT staff in 11 countries across
Europe, to deliver application
services and business solution
projects to the Group and its
external customers, globally.
The Challenge
Electrolux IT Solutions' goal is to create a Europe-wide Service Desk
providing first line support and problem recording to be serviced by
Electrolux IT Solutions' European staff onshore, with a partner
providing third line support offshore. It was therefore in search of a
suitable offshore partner who would help it take its customer
service to new heights and enable it to be truly competitive and
effective as a service organization, at reduced cost.
The Solution
Electrolux IT Solutions decided to move a significantly large part of
its support activities to the offshore partner for single point
application support. The transition to offshore support would take
place in a phased manner across UK and Continental Europe. In
addition, the offshore partner would be a preferred supplier for a
host of application development and support projects.
Why Patni
Patni scored over other leading Indian IT companies as the offshore
partner of choice. It stood out for its understanding of Electrolux IT
Solutions' business locally, its technical soundness, cost-effectiveness
and quality orientation. A proven offshore partner, Patni also
guaranteed a high level of service.
What it involves
Application Management
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Knowledge Acquisition/Knowledge Transfer |
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Knowledge Repository driven by Meta-data |
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Level 3 Support from Offshore |
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Application Enhancements |
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Production Support. |
Application Development
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Technical Assessments/Consultancy |
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Requirements Study |
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Application Architecture and Design |
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Database Design/Data Modelling |
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Construction |
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Implementation/Rollout. |
Why it works
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Strong bonding between Electrolux IT Solutions and Patni
teams |
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Open communication; efficient project planning; managed
expectations |
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Right processes ensuring quality deliveries; good
documentation |
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Efficient scope management/change control management |
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Leveraging of Patni's capabilities for new application
development. |
The Technology
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Legacy:
Mainframe Cobol, CICS, Natural, ADA BAS, DB2, AS/400 RPG, RPGILE, SYNON/COOL: 2E, COBOL/400. |
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Client Server:
Visual Basic, C, C++, Lotus Notes, Novell/Clipper. |
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Web:
VB/ASP, XML, Java, J2EE, JSP, WebSphere Portal, MQ Series. |
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ERP & Tools:
Pilot, COGNOS, JDE/PeopleSoft, ASPECT/4, CATIA. |
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The Benefits
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Qualitative drivers and operational synergies between
Electrolux and Patni |
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Mature processes for Electrolux IT Solutions' systems;
uniform documentation of applications |
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SLA based application support and development
services |
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Significant cost savings and profitability due to singlepoint
application support, lower running cost as a
result of mature processes, excellent resources, and
price competitiveness |
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Re-alignment of Electrolux IT Solutions' resources with
increased focus on strategic high-end responsibilities. |
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Client Testimonial
”Patni has been serving Electrolux in Europe for years. I was impressed with their breadth of expertise and desire to win our business. I knew they represented a way to increase our own service and capabilities while saving money.”
Anthony Hunt
CIO Electrolux, IT Americas |
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