Enterprise Handles 1.6M Tickets and Avoids $3M Annually with iSmart

Industry: Retail & Consumer Packaged Goods | Services: Automation

Client Overview

A global enterprise operating in 61 delivery centers across 19 countries delivers integrated solutions spanning multiple business lines. To scale efficiently and maintain service quality globally, they needed a unified service management platform for their expansive operations.

The Challenge

Fragmented Service Operations, Inconsistent Workflows, and Uncontrolled Asset Sprawl

As our client expanded globally, they aimed to establish a central, integrated service management platform to enhance efficiency through IT-enabled services. They expected the solution to streamline processes with customizable workflows and robust controls, ensuring easy navigation for users and support teams. Additionally, they sought to reduce platform costs for corporate shared services while maintaining market-leading features and functionality.

• Service Complexity: Managing diverse processes across industries and geographies required a unified platform for efficient client support.
• Incident Response: Slow, manual, and reactive incident management delayed issue resolution and impacted service levels.
• Customer Experience: Ensuring consistent, high-quality service across multiple touchpoints was challenging amid rising expectations for quick, personalized service.
• Scalability: Rapidly growing service requests and incidents required a scalable solution to handle increasing workloads without compromising quality.

Sutherland Solution

iSmart: Unified platform to streamline service, assets & workflows

The client deployed Sutherland’s iSmart, a comprehensive service management platform, to unify service processes, optimize asset management, and enhance client support while ensuring seamless project and task management.

• Unified Service Management: Centralized platform for managing incidents, service requests, problems, and changes, streamlining IT and business issue resolution.
• Comprehensive Asset Management: Tracks hardware and software assets, integrating with CMDB for accurate configuration and seamless management.
• Enhanced Client Support: CSM feature allows clients to register and track tickets, improving satisfaction through transparent service management.
• Project and Task Management: Tools for managing IT and business projects, ensuring timely delivery and efficient workload distribution.
• Service Level Management: Monitoring and reporting tools ensure SLA adherence, boosting service quality.
• Integrated Monitoring and Alerts: Real-time system monitoring with auto-routing alerts to minimize downtime and ensure continuous operation.
• Functional Process Support: Modules for Finance, Facilities, Physical Security, and Health and Safety with integrated workflows to support corporate functions.
• Knowledge Management: Quick search and linking of knowledge articles to tickets, enhancing support efficiency.

User Experience and Engagement: Auto-suggestions, surveys, feedback tools, and visual ticket tracking improve user and support team experience.

The Outcome

Scalable Service Delivery, Cost Avoidance, and Operational Visibility

In its first year, the enterprise processed 1.6 million service tickets, supported 80,000+ corporate users across 17 countries, and orchestrated workflows across 225 catalog items and 6,347 policies. The asset discovery module uncovered 22 million software installs, 8,700 software products, and 75,000 hardware assets, enabling $3 million in annual cost avoidance through optimized asset usage. With iSmart in place, the client achieved unified, scalable global service operations with clarity, control, and measurable business outcomes.