Unified IT Transformation Case Study | Tech Mahindra

Overview

The client, a leading global information services provider in the legal, tax, and media sectors, faced significant challenges due to its legacy systems, fragmented workflows, and limited automation capabilities. Moreover, the company’s expansion into digital services underscored the urgent need for a modern, responsive, and scalable IT infrastructure.More

The client, a leading global information services provider in the legal, tax, and media sectors, faced significant challenges due to its legacy systems, fragmented workflows, and limited automation capabilities. Moreover, the company’s expansion into digital services underscored the urgent need for a modern, responsive, and scalable IT infrastructure. To address these challenges, Tech Mahindra partnered with the client to drive the next-generation transformation of IT operations. They integrated intelligent automation, enhanced observability, and implemented agile delivery frameworks to create a more resilient, scalable, and future-ready IT ecosystem.

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Business Challenges

With a broad international presence and a diverse customer base, the client plays a vital role in delivering trusted content and insights. Given the expansion of their digital services, the client faced significant challenges:

  1. Managing legacy and manual workflows slowed down incident resolution and service delivery.
  2. Operating with fragmented toolsets and a lack of integration led to poor visibility and collaboration.
  3. Relying on reactive processes and manual effort led to increased operational costs and lower service quality.
  4. Utilizing traditional delivery models limited the scalability of IT operations, hindering support for business growth.

Our Approach and Solution

Tech Mahindra implemented a holistic, AI-enabled IT transformation focused on automation, agility, and future readiness. Here’s how Tech Mahindra brought the transformation to life across key areas:

Automation and IT Process Simplification

 Automated catalog delivery and repetitive tasks to reduce manual effort. Digitized service workflows for faster turnaround and enable self-service with intelligent routing to boost user satisfaction.

Agile and Scalable Delivery Model

Adopted agile methodologies to accelerate service rollout and reduce backlog. Integrated real-time monitoring tools for enhanced observability and proactive issue resolution. Customized the IT operating model to align with evolving business needs.

Cognitive Foundation for Future Readiness

Embedded AI-driven analytics to reduce alert noise and improve decision-making. Developed a scalable automation framework for continuous optimization and enabled predictive and proactive IT operations to support long-term digital growth

Business and Community Impact

The transformation delivered measurable improvements across performance, efficiency, and user experience:

  • Reduced Operational Costs: Smart automation drove a 25% reduction in operational costs, streamlining repetitive tasks and minimizing manual effort.
  • Improved Process Efficiency: Digitized workflows and agile delivery methods boosted process efficiency by 30%, resulting in a 20% reduction in cycle time and enhanced responsiveness.
  • Faster Service Response: Real-time monitoring and intelligent routing enabled a 40% improvement in response time, enhancing end-user satisfaction.
  • Future-Ready IT Ecosystem: The scalable, cognitive-ready platform laid the foundation for ongoing digital transformation, innovation, and adaptability.