A Patni-Electrolux offshore collaboration on an Europe-wide Service Desk initiative helps to transition 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
Knowledge Acquisition/Knowledge Transfer
Knowledge Repository driven by Meta-data
Level 3 Support from Offshore
Application Enhancements
Production Support.
Application Development
Technical Assessments/Consultancy
Requirements Study
Application Architecture and Design
Database Design/Data Modelling
Construction
Implementation/Rollout.
Why it works
Strong bonding between Electrolux IT Solutions and Patni teams
Open communication; efficient project planning; managed expectations
Right processes ensuring quality deliveries; good documentation
Efficient scope management/change control management
Leveraging of Patni's capabilities for new application development.
The Benefits
- Qualitative drivers and operational synergies between Electrolux and Patni
- Mature processes for Electrolux IT Solutions' systems; uniform documentation of applications
- SLA based application support and development services
- Significant cost savings and profitability due to singlepoint application support, lower running cost as a result of mature processes, excellent resources, and price competitiveness
- Re-alignment of Electrolux IT Solutions' resources with increased focus on strategic high-end responsibilities.
The Technology
Mainframe Cobol, CICS, Natural, ADA BAS, DB2, AS/400 RPG, RPGILE, SYNON/COOL: 2E, COBOL/400.
Visual Basic, C, C++, Lotus Notes, Novell/Clipper.
VB/ASP, XML, Java, J2EE, JSP, WebSphere Portal, MQ Series.
Pilot, COGNOS, JDE/PeopleSoft, ASPECT/4, CATIA.