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  • What we do
    CAPABILITIES
    iRun
    • Application Management Services  
    • Cognitive Infrastructure Services
    • Cybersecurity
    iTransform
    • AI-led Engineering
    • Data and Analytics
    • Enterprise Applications
    • Interactive
    • Industry.NXT
    Business AI
    • BlueVerse
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    • GCC-as-a-Service
    • Unitrax
    • Voicing AI
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    • Capital Markets
    • Communications, Media and Entertainment
    • Energy & Utilities
    • Healthcare
    • Hi-tech
    • Insurance
    • Life Sciences
    • Manufacturing
    • Retail and CPG
    • Travel, Transport and Hospitality
  • About us
    ABOUT US
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  1. LTIMindtree is now LTM | It’s time to Outcreate
  2. Insights
  3. Enhancing the customer experience by modernizing a leading North American bank's contact center

Delivering Operational Excellence & Maximizing ROI for M&E Major

May 04, 2023

  • Client
  • Challenges
  • LTM Solution
  • Business Benefits
  • Client
  • Challenges
  • LTM Solution
  • Business Benefits

Client

The client is a leading American Media and Entertainment conglomerate renowned for movies, cable television, direct-to-consumer streaming, theme parks, etc. They are the leaders in Fortune 500's Entertainment list.

Challenges

  • The client faced multiple challenges that impacted operational efficiency, increased maintenance costs, and reduced the return on investment.
  • High technical debt slowed down platform upgrades and increased maintenance costs, while siloed operations posed a challenge, leading to communication breakdowns and collaboration friction across segments.
  • Non-standardized processes, inaccurate Configuration Management Database (CMDB) data, and low-test coverage caused quality issues and lack of visibility leading to poor employee experience.

LTM Solution

  • We leveraged our proven ServiceNow Managed Service Framework to accelerate operational success and boost ROI through innovative and sustainable solutions.
  • Established a scalable operating model to incorporate all platform functions and accommodate customer's business needs.
  • Established self-service employee portals providing all HR and IT tools.
  • Standardized the platform process for development, data migration, upgrades, API builds.
  • Established live dashboard displaying outcome-based KPIs for 360-degree governance.
  • Executed multiple rationalization and refactor initiatives empowered by our Golden CMDB Methodology
  • Built robust ATF regression suite with 5K+ test cases aiding faster Time-To-Market (TTM) and platform upgrades

Business Benefits

  • 40% technical debt reduced enhancing platform performance and security.
  • 75% testing effort reduction improved cost savings and TTM.
  • 30% improvement in CMDB data quality through refactor initiatives. Let’s get to the future, faster. Together.
  • 80% reduction in deployment efforts through automation.
  • $600K+ YoY savings through process consolidation and rationalization. 
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Case Study
calendar June 3, 2024
Modernize Your Workloads on Snowflake with PolarSled
David Althoff
Chief Business Officer, Insurance

It’s time to Outcreate

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It’s time to Outcreate

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