IT Service Transformation for US-based Captive Auto Finance Company

Client

The client is the North American subsidiary of a global manufacturing conglomerate producing world-class automobiles, motorcycles, and power equipment.

Challenges

• Slow system performance in specific application functional areas.
• Complex application support portfolio with multiple applications
• Application support dependency on individual contractors.
• Manual approach to specific tasks for business users.
• Low system monitoring in place.
• Limited functional knowledge base of PeopleSoft finance application with the client.
• Absence of requisite SOPs (Standard Operating Procedures) for support.

LTM Solution

LTM applied Operate to Transform (O2T) framework using automation and adding value to improve operational efficiency. Business transformation was achieved through - 

• Solving for end users by automating basic repetitive task 
• Re-alignment of application supportfrom Individual dependency to a team-centric approach
• Application performance improvement  

This approach helped in saving 3800+ IT and Business hours in the last 3 years, via Automation, value additions, and process improvement.

Business Benefits

• 17% YoY incident reduction with effective problem management and automation in just one year 
• 24% cumulative incidentreduction over the last 3 years. 
• 5 New modules Implemented to automate and digitize manual paper-based procure-to-pay process with PeopleSoft Procurement modules. 
• 106 Incidents were reduced, and 2,300 hours (about 3 months) were saved annually through IT process automation. 
• 29% YoY and 58% cumulative MTTR (Mean Time to Resolve) reduction over the last 3 years with the introduction of KEDB (Known Error Database) and SOP documents. 
• 90% Customer satisfaction index for a total of 142+ enhancements, and Permanent countermeasures. 
• Steady Improvement in application performance and stability