Overview
The client, a global leader in water technology and process expertise, delivers innovative products, processes, and solutions to address complex water, wastewater, and process challenges. With a strong focus on providing clean water solutions, ensuring regulatory compliance, and driving sustainability, the company operates worldwide as one of the largest suppliers of water services.More
The client, a global leader in water technology and process expertise, delivers innovative products, processes, and solutions to address complex water, wastewater, and process challenges. With a strong focus on providing clean water solutions, ensuring regulatory compliance, and driving sustainability, the company operates worldwide as one of the largest suppliers of water services. However, decades-old systems, high ticket volumes, and a lack of standardized frameworks limited their operational efficiency and transparency. To address these challenges, Tech Mahindra partnered with the client to streamline operations, modernize systems, and enable smarter decision-making through integrated digital solutions.
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Client Background and Challenges
A client who is a global leader in water services, faced key challenges despite its scale:
- A high volume of 500-600 open tickets impacted responsiveness and operational efficiency
- Outdated systems and lack of standard frameworks blocked modernization and scalability.
- Limited documentation for existing solutions created challenges in maintenance, upgrades, and onboarding
- Grasping full processes and building a traceability matrix were key to handling complex operations.
Our Approach and Solution
To address these challenges, Tech Mahindra implemented a structured, multi-phase approach focused on modernizing systems, improving efficiency, and enhancing transparency:
- Initial Assessment: Conducted a thorough assessment of the existing systems, including decades-old infrastructure and the current ticket management process.
- Data Integration: Integrated data from various sources such as asset alarms, OT sensors, ERP, and other systems.
- Dashboard Design: Designed user-friendly operational and management dashboards that provide actionable insights and enhance transparency.
- Agile Adoption: Implemented agile practices to improve collaboration, flexibility, and responsiveness to evolving requirements.
- Documentation: Created comprehensive documentation for all new and existing solutions to ensure knowledge transfer and ease of maintenance.
- Support and Maintenance: Established a robust incident management process to handle and resolve tickets efficiently
- Performance Monitoring: Implemented continuous monitoring of system performance and ticket resolution to drive ongoing improvements and optimization.
Business and Community Impact
Through these initiatives, the client realized measurable improvements across operations, decision-making, and customer satisfaction. Key outcomes include:
Increased Operational Efficiency
Reduced Ticket Volume: By decreasing the number of open tickets by approximately 70%, the system operated more smoothly, resulting in reduced downtime and improved efficiency.
Faster Resolution Times: The steady decline in average resolution times ensured that the issues were addressed promptly, minimizing disruptions to operations.
Enhanced Transparency and Decision-Making
Comprehensive Dashboards: The development of operational and management dashboards provided real-time insights into system performance, asset efficiency, and other critical metrics, enabling better decision-making.
Increased Visibility: Enhanced transparency through dashboards enabled the stakeholders to monitor operations and make informed decisions closely.
Improved Customer Satisfaction
Reliable Support: Providing robust L1 and L2 support ensured that the customer issues were resolved efficiently, leading to higher satisfaction levels.
Enhanced Features: Continuous enhancement of features based on customer feedback enabled relevant and valuable solutions for users.