When a global healthcare and medical technology giant found its delivery pace slowing due to inefficiencies and misaligned priorities, it turned to Persistent for a new approach. By adopting Persistent’s One Team model and structured DevOps-driven releases, the company transformed operations, unlocking faster delivery, higher utilization, and measurable gains in satisfaction.
The Challenges
Misalignment, inefficiencies, and roadblocks to transformation
The client faced deep-rooted structural and operational challenges that made transformation difficult. Business priorities were often misaligned with delivery outcomes, creating disconnects across teams and slowing progress.
At the operational level, multiple hand-offs between teams created unnecessary bottlenecks, while fragmented ownership led to confusion and missed opportunities for improvement. Ticket management was insufficient to handle daily support needs, resulting in user dissatisfaction and frustration across the organization.
Release cycles posed another critical challenge. Instead of structured and predictable deployments, the organization relied on irregular and ad-hoc releases. This delayed feature delivery, complicated scalability, and reduced the ability to respond quickly to evolving business demands.
The client recognized that without addressing these issues holistically, it risked ongoing inefficiency, escalating costs, and missed opportunities for innovation.
The Turning Point
Creating alignment and efficiency with Persistent’s One Team model
To break down silos and drive meaningful transformation, the client partnered with Persistent to establish a combined operations “One Team” model that unified development and support functions. This approach eliminated fragmentation, created clear ownership, and established accountability across the initiative lifecycle.
Persistent worked closely with the client to implement joint governance practices, ensuring transparency and alignment between business objectives and delivery priorities. This governance model shifted the focus toward business-driven outcomes, fostering collaboration and trust while enabling proactive adjustments as needs evolved.
Operational costs were reduced by streamlining ownership, removing hand-offs, and driving continuous process improvement. Persistent also introduced structured DevOps-based release cycles, bringing predictability and reliability to deployments. Features, enhancements, and fixes could now be delivered on time without compromising system stability.
Automation further amplified results. Persistent implemented test automation, governance limit tracking, automated data integrity identification, and pricing update automation, reducing manual work and enabling teams to focus on high-value innovation rather than reactive support.
The Outcomes
Greater efficiency, scalability, and measurable business impact
The transformation delivered measurable improvements across all dimensions. System utilization increased by more than 30%, supporting over 6,000 large quotes per month with no point of failure. Support incidents were reduced by over 90%, replaced with proactive monitoring and operational improvements that prevented issues before they could affect users.
Persistent also accelerated project delivery, with large-scale projects requiring more than 500 hours now completed significantly faster—without compromising stability. In total, the initiative generated over 500 hours of delivery efficiency, freeing resources to focus on strategic, value-added initiatives.
Satisfaction improved across business and client stakeholders, driven by on-time delivery of prioritized features and enhancements. By creating a seamless, predictable, and efficient delivery model, Persistent helped the organization overcome long-standing frustrations and achieve greater alignment between business needs and outcomes.
Automation extended these gains even further. Streamlined testing, governance tracking, data integrity checks, and pricing updates made operations not only more efficient but also scalable for the future.
With Persistent as a strategic partner, the client turned a fragmented operating model into a unified, future-ready framework, one that reduced costs, increased alignment, and created a foundation for sustainable growth through modern DevOps practices and automation.
