Program Optimize | Tech Mahindra

Program Optimize

Business Overview

The Customer, an international organization primarily in News, Legal, and Publishing domains, aims to achieve significant productivity improvements by transitioning to a services culture.



The earlier model was largely capacity-based. However, on-site handling of KTLO and enhancement activities, along with multiple service management tools and processes, resulted in a growing defect backlog with no central SMO. Internal SLAs were managed on a 'best endeavor' basis. 

Solution Highlights

Product Portfolio Management

Manage around 90+ Revenue generating Products of client - Legal, Finance, Tax & Global

Industry-Leading Solutions

Products used by 300K Tax advisors, 100K Finance firms, 3500 Legal firms

Global Workforce Transfer

Transition from current employees, contractors (in US, Europe, Asia)

Large-Scale Team Retention

Rebadged & retained (90%) a team of 1000 plus which includes developers, testers, SCRUM coaches and Release teams

Cost-Saving Solutions

Significantly reduce costs from service commencement and across the term of the agreement

Mitigating Business Risks

Lower financial and operational risk through commercial levers such as contracting for outcomes, warranties, fixed unit pricing, key performance indicators and service levels and process maturity (e.g. ITIL, CMMI)

Transparent Service Pricing

Fixed unit pricing for defined ‘Keep The Lights On (KTLO)’ and development services

Cross-Platform Solutions

Web, Desktop and Mobile (iOS & Android) Applications to clouds

Multilingual Tech Stack

Java, .NET MVC, Angular / Backbone Js, Mainframe and Low latency C++


Value Delivered

Product Development

Manage around 90+ Revenue generating Products of client- Legal, Finance, Tax & Global

Cost Optimization

Cost Arbitrage

Move from a Fixed Cost Base to Variable Cost Base

Benchmarking and Continuous Improvements


ITIL based Service Management

Strong Demand Management

Transformation Focus

Consolidate Locations

Reduced Property Cost

Reduced Management Overhead

Increased Transparency and Communication

Consolidate Functions

Rationalized Team based on Synergies

Shared Service for QA and Project/Enhancement Functions