Case Study
Infrastructure and Service Rationalization for a large Italian Bank
A tower service model to manage and evolve the technological and application infrastructures of our Client's IT framework.
Where: italy
Where: italy
Challenge
Our client is one of the main Italian banking groups, with more than 2.5 million private customers, 130,000 small businesses and over 33,000 businesses. Being attentive to sustainability and digital evolution, our Client took advantage of the renewal of its management services to identify a solid partner that could support all service towers: Security, Mainframe and server, End User Computing, Audio and video Contact center, Service desk.
Approach
Our Client's objective was to reduce the number of suppliers by strengthening strategic collaborations, increasing synergies on activities and skills beyond vertical areas, simplify of internal processes and optimize cost to serve.
Solution
Our Client chose Engineering D.HUB on the basis of a dedicated plan that we developed to exploit the sinergies among different service towers, dedicated to "end user" area including 3 of the 5 service towers. In detail, these are End User Support, Service Desk and Audio / Video, with a strong integration in a virtual service model onsite services desk and near shore services for flexible and on-demand volume and peak management. In fact, we developed a proposal to evolve service towers that involved a redesign of the operational processes, with the identification and implementation of synergies between the different towers and the design and implementation of innovative evolutions on a five-year plan, in order to capture ongoing digital transformation trends.
Results
Higher service quality
Simpliied management processes of internal suppliers
Evolution of the virtual service desk with cognitive services, RPA, chatbot.
Impacts
Technologies
Cloud
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