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| Case Study |
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Patni helps Leading European Rail Company
get back on track |
Efficient IT management enables shift to long-term strategic goals, increases competitiveness & assures
greater protection of core business
The Client
The client is Europe's premier rail operating company, delivering services on major routes within mainland Europe.
With a reputation for fast, on-time and efficient service, this star performer has become a dominant player in the European travel sector, gaining market share from leading airline competitors operating in the region.
The Challenge
The client is a major user of Oracle applications, operating one of the largest
Oracle installations in the transportation industry; including Financials, HRMS,
Payroll, Purchasing and iProcurement functions. In addition to the mainstream
Oracle applications, the client also uses a highly customized Oracle Telesales
capability coupled with a custom developed Engineering Management System.
Over 1000 users have gained an intricate knowledge of the complex
infrastructure supporting the business.
The client recognized that its staff should focus on implementing business and
process changes in order to provide more value added services to its customers.
The client needed a new IT Management strategy that allowed a trusted IT
partner to take over the day-to-day operations of the IT systems.
The Solution
The client chose Patni as the preferred Information Technology partner to take
ownership of the management and support of key business applications.
Working in collaboration with the client's user-community, Patni outlined the
functional enhancements to the system and services. Once approved, Patni
designed and implemented the processes and IT solutions necessary to meet the
business objectives. Patni also helped automate some functions - like
budgeting - using the standard functionality available in Oracle Financial
Analyzer.
During the transition, Patni automated existing manual procedures executed
within Oracle, returning immediate efficiency gains and improving processing
standards.
Previously working against no internal service level agreement, the client chose
this opportunity to extend improved services to its own internal user-base,
reduce "open ticket" resolution times and tackle the backlog of long-standing
faults. Patni took ownership of this task and continues to provide Level 1 and
Level 2 support through a dedicated on-site/offshore team.
The Technology
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Oracle Financials |
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Oracle HRMS |
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Oracle Payroll |
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Oracle Purchasing |
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Oracle iProcurement |
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Oracle Financial
Analyzer |
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Oracle Telesales |
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The Benefits
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Reduced number of open requests by over 60% in 12 months |
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Reduced resolution time for critical tasks by over 50% in 12
months |
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Relieved IT business staff to focus on critical business
issues |
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Made a transparent shift to new organizational structure
without any impact on the business |
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Designed and implemented a SLA based system that has
since set new standards in service and open-ticket
resolution times |
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Improved efficiency and enhanced service offering for
frequent traveler program and other customer retention
applications |
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IImplemented Oracle Financial Analyzer for Budgeting and
other financial reporting requirements |
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Improved 'Engineering Management System' delivering
greater efficiency in on-going maintenance of trains. |
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