Client background

• Client: Global health tech leader
• Geographies: Presence in more than 100 countries
• Services: More than 400 products including patient monitors, data management systems, and resuscitation products, as well as healthcare services. Also makes medical imaging equipment such as CT scanners, X-ray, ultrasound and magnetic resonance machines.
• Revenue: About 10 billion euros in annual revenue

Challenge

One of the world’s largest electronics companies and a health-tech leader managed an expansive global business network. Its complex IT and application landscape involved more than 50 satellite systems that addressed everything from compound integration and user interactions to security and authorization. This infrastructure faced more than 22,500 support tickets per month, compromising the company’s competitive position due to lack of insights from business applications. The electronics leader established a cloud transformation roadmap that would deliver a more scalable model to improve efficiencies, reduce costs, and standardize and increase security. If executed well, this new system would optimize and enhance its business processes and create an improved user experience across a wide spectrum of technology-enabling platforms. 

Solution

Wipro recommended advanced process monitoring and harmonization to enable the health-tech company to manage both its cloud-transformation and process-automation initiatives. The approach would include managed services for 1,200 applications, leveraging the Wipro Holmes augmented intelligence and automation platform, as well as third-party tools.

Working closely with the global technology firm, Wipro migrated the company’s IT operations to the cloud, enabling unified and predictable services deployed at scale and offering full-stack operational support as a service. Meanwhile, using the centralized SAP Template Build-Deploy-Optimize model, Wipro’s solution consolidated multisite SAP installations, implemented a single digital channel for integrated customer engagement, and consolidated major eCommerce markets. This three-pronged approach dramatically simplified operations, with further controls supporting large SDLC programs and the deployment of AI and cognitive-automation solutions.

Wipro leveraged Holmes Analytics, Holmes Bots, and third-party tools for an integrated smart ops approach to monitoring business processes, applications, and service-enabling event correlation. The solution also auto-remediated standard operating procedure-based activities, enabling the health tech leader to evolve from a SLA-driven model to experience-led “as-a-service” design. These AI-enabled operations resulted in an enhanced user experience and seamlessly achieved an “always on” capability while freeing employees to focus on strategic expansion opportunities.

Outcomes

This transformation reduced a complex ERP landscape from 49 separate systems to five harmonized processes across markets. It also delivered a global template design that was rolled out to 115 countries. After implementation, website engagement increased 150% through the integrated digital channel and combined with a consistent user experience for both patients and care providers, resulting in a 30% improvement in business performance and user experience.

By automating monitoring, the transformed system enabled the electronics leader to proactively detect and address more than 275 problems per month, ensuring 99.9% SAP system availability and providing unified and predictable services. Priority-1 events also declined from 400 to 21 per month, with tickets reducing by 22% and mean time to restore decreasing by 35%. The modernized, consumption-based business model and DevOps with 100% agile adoption also provided speed and agility, helping to drive a 70% reduction of total cost of ownership.