HCLTech has devised a multifaceted strategy to help a super app provider achieve operational excellence and cost efficiency.
The firm leveraged the automation platform to automate service desk procedures, resulting in a notable reduction in manual tasks and marked improvements in response times.
It also assumed responsibility of existing SLAs and strategically re-organised departmental roles and governance frameworks, leading to cost reductions and improved operational efficiency.
The super-app provider's ecosystem encompasses ride-hailing, food delivery, and digital payments, catering to millions of users across multiple countries.
Amidst rapid expansion, their in-house IT infrastructure faced difficulties in keeping pace, impacting operational agility, and monitoring. The manual handling of support requests led to delays in resolutions.
To address these, the client sought continuous improvement initiatives to transform and enhance user experience.
HCLTech’s focussed on seamless transition with zero disruption to client's daily operations.
Transitioning from a fragmented and decentralised operation, the super app provider evolved their business into a streamlined organisation with centralised support hubs.
Download the case study to know how HCLTech's solutions helped the client to shift from non-standard services to a unified framework of best practices and achieve service excellence!