Customer Overview
The customer is a large manufacturer of cement and Ready-Mix concrete in India and has operations across 500+ locations in India and a few countries in Asia.


Business Challenges
Customer had de-centralized operations across the Office and Plant locations. They were looking for a partner to manage the overall spread-out operations. There were disparate processes across the locations and huge capex requirement in de-centralized support. In addition, there was high volume of tickets and calls (Monthly 14,000+).
The Solution
Birlasoft set up the ITSM tooling and a centralized Service desk with 24x7 operations. In addition, there was end user support services implemented with a combination of dedicated and dispatch support to address their 500+ locations. The end user policies were standardized, and operations are managed in an onsite and remote based delivery model. End user automation using Self-help and Self-heal solutions was implemented. The scope also involves management of site servers and networking devices and AMC for out-of-warranty devices.
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Value Delivered
  • There was a 25% reduction in the TCO.
  • Enabled centralized management across 500+ sites.
  • ITSM tool driven process and service automation helped in inducing transparency and a single-pane-of-glass view to the widely distributed infrastructure of the customer.
  • 25%+ reduction in ticket volumes and increase in operational efficiency.
  • Robust Governance structure covering Pan India operations
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