TCS successfully completed a smooth transition from multiple vendors into a unified support model that leverages the Global Network Delivery Model™ to optimize 24/7 incident management operations.
The Customer: TCS’ client is a large global company in the software business that develops, licenses and supports a range of software products and services for various computing devices. Originally operating as a software and product-based company, the client has now transformed to a services company hosting business applications on the web for other customers.
As a leader in the software industry and, particularly, in the online services segment, the client sought to maximize customer satisfaction and profitability by improving service availability and reliability. This necessitated an increased uptime of its online services with minimal outages to reduce negative brand impact and revenue losses.
In pursuit of its goal for maintaining high availability while keeping the operational costs low for its online services, it decided to implement a vendor consolidation and unified support model for all its online business groups, and chose TCS as its partner in this engagement.
The TCS quality program, service transformation commitment, industry track record and optimized cost model were key differentiators that gained the confidence of the client.
Considering the complex nature of the client’s business and the scale and financial impact of the operations, the TCS solution was designed around the following five pillars:
- Risk-free Transition Methodology
- Integrated Service Delivery Model
- Secret Sauce Program – Talent Management
- Operations Quality Program
- Progressive Cost Model
The engagement with TCS helped the company significantly improve online service availability and dramatically reduce operating costs through the implementation of several industry leading best practices in IT service management. TCS delivered “Step Change” in performance through the following measurable benefits:
- Improved end-customer experience
- Delivery certainty: Within six months of completion of the transition, TCS achieved 100% compliance in all SLA targets
- Significant cost savings: Upfront savings, year-on-year committed savings and ongoing service improvement-driven cost savings