Client background:

• Client: Leading American energy pipeline company
• Industry type: Oil and Gas
• Products or services: Pipeline transport, oil storage
• Areas of operations: United States of America

Challenge

Due to its large-scale operations, a multinational Canadian gas pipeline company developed a hybrid tech infrastructure involving multiple Oracle cloud and on-premises applications, hundreds of integrations, and complex PaaS-based customizations. Managing this global system effectively was crucial to driving company efficiency and delivering quality service to customers. The organization planned to enhance its application management services (AMS) and ensure its employees were benefitting from a resilient and reliable cloud-based system. With a comprehensive management framework in place, the company could provide seamless experiences to employees, reduce its internal IT ticket volume, and speed up resolution times. Achieving these goals would enable the company to continue accomplishing year-over-year improvements in productivity and maintain its status as a leader in its industry.

Solution

The energy company deployed Wipro’s Oracle-specific Thrive in Cloud support framework to manage and enhance its hybrid infrastructure’s performance. It gained a new way to monitor its cloud and in-house applications using the Wipro Digital Cloud Command Center (DCCC), which provided a 360-degree view of all applications that could potentially impact service availability and alerted the right stakeholders in case any issues occurred. To complement the company’s support staff, Wipro developed a cross-functional team that leveraged its expertise to decrease turn-around times for support operations. 

To create a system of continuous innovation, Wipro’s Oracle Center of Excellence (CoE) team led a detailed review and analysis of Oracle’s quarterly software updates, covering impact assessments, business workshops, and automated test script executions. With these monitoring efforts in place, the company streamlined its ability to benefit from the Oracle Cloud Enhancement releases and gain business value more quickly.

A new automation platform automated the financial data reconciliation process and accelerated reporting operations, saving significant amounts of time and effort. A continuous improvement framework drove these new efficiencies using a series of AI bots that learned how to make the process more accurate with each transaction. 

In addition to optimizing its tech infrastructure, the organization collaborated with Wipro to create a Knowledge Management platform , a repository of documents that would help employees get accustomed to the new cloud system.

Business Impact

The Wipro-led innovations and health check monitoring process improved employee experiences and strengthened the reliability of its infrastructure. IT staff saw an 8% reduction in ticket volume over 3 fiscal quarters and were able to reduce ticket resolution times by 14% due to increased efficiencies. The AI bots reduced the company’s financial reconciliation cycle by 2 days, resulting in a 20% faster process and helping drive more accurate financial planning. With an optimized cloud system and a more productive workforce, the organization was poised to continue delivering quality energy services to its customers and remain a top brand in its market.