Infotel, là où vous êtes
Overview of the Client
North America
Europe
28+
3M Units
25 Yrs
Our client was seeking a Managed Service Provider to handle the support, development and maintenance of 19 core applications.
AGING WORKFORCE
One of the major client’s challenges includes relying on the aging workforce as it involved the legacy technology.
KNOWLEDGE FRAGMENTATION
Heavy reliance on legacy expertise has resulted in fragmented knowledge ownership and process inefficiencies which led to business continuity risks.
OPERATIONAL COSTS
High operational costs, reduced access to skilled professionals, reduced team performance were impacting the growth and continuity.
LACK OF DOCUMENTATION
Lack of Documentation where the critical processes and institutional knowledge remain undocumented, risking loss of expertise.
TECHNOLOGICAL OBSOLESCENCE
Technological Obsolescence an inability to adapt to evolving digital tools and platforms, limiting innovation and scalability.
- We adopted structured transition of critical application knowledge built over 80+ years.
- Implemented full Autonomous Service Operation ensuring reliability, scalability, and compliance.
- Lowered IT operational expenses while maintaining service quality and compliance.
- Continuous Service Improvement by tailoring services to evolving customer needs to drive efficiency and improve client satisfaction.
- Deployed domain-aligned experts to guide architecture decisions, troubleshoot integration challenges, and ensure alignment with sector-specific operational standards.
- We offered a robust delivery framework that ensured transparency, agility, and strategic alignment across all phases of project execution. Our approach integrated structured format, stakeholder engagement, and performance tracking to drive outcomes.
From MSP dependency to autonomous direct-to-customer ownership
Improved incident resolution and task delivery by 40%, consistently overachieving client’s Service level Adherence (SLA) targets.
Successfully maintained operations with zero downtime.
Reduced RTB (Run the Business) and AMO (Application Maintenance and Operations) costs by 39%.
Technology Used
A modern and legacy-integrated stack enabling seamless service transition.
IDE
ITSM Platform
Delivery
Legacy Systems
Job Control
IDE
ITSM Platform
Delivery
Legacy Systems
Job Control
Value Proposition for the Client
Infotel delivered a high-impact transformation of business-critical service operations, combining rapid knowledge capture, cost optimization, and SLA-driven excellence to secure long-term client value.
Building long-term trust and measurable outcomes for the client
Accelerated Knowledge Retention & Autonomous Operations
Captured. We documented over 80+ man-years of domain expertise within 2 months, enabling full autonomous service takeover in just 3 months—ensuring continuity and safeguarding institutional knowledge.
Zero Downtime, Zero Risk
Maintained uninterrupted operations with no impact to business processes, with improved business continuity and operational trust.
Cost Reduction
We achieved a 39% reduction in Application Maintenance & Operations (AMO) costs, and a total 87% RTB cost reduction through combined contract and business savings—outperforming previous vendor benchmarks.
SLA Excellence & Incident Resolution
Improved incident resolution and task delivery by 40%, consistently exceeding Service Level Adherence (SLA) targets and enhancing client satisfaction.
Rapid ROI Realization
Delivered full return on investment in just 1.25 years, including transition and stabilization demonstrating financial prudence and delivery maturity.
Team
Project Manager
Mainframe Support Engineers
