Client Success

AI-Driven service management for leading US financial services firm results in a 40% reduction in ticket volumes

Founded in 1980, the client is a financial services leader providing retirement, education, and health savings plans to more than 15 million people in the US. It is the largest independent retirement and college savings services provider in the US, with more than $748 billion in assets under administration.

The Challenge

Due to several acquisitions, the client needed to formulate a data migration strategy and integrate the data into a centralized database. The lack of streamlined processes and a single source of truth resulted in the high cost and complexity of running operations. Siloed infrastructure monitoring made it impossible to provide a complete picture and lack of coordination between support teams resulted in poor customer experience. Moreover, the absence of a centralized knowledge base and shortage of skilled resources with relevant technical expertise led to gaps in service delivery.

The Solution

The client partnered with Persistent to embark on a multi-year digital transformation journey to enhance operational excellence while providing best-in-class customer experiences. To improve service management and operations, Persistent identified and remediated gaps in the patching process, moved a portion of infrastructure currently on Citrix to Azure, and implemented end-to-end operations, including L1, L2 and L3 support across towers and service management office.

Persistent created a service management roadmap, aligned to business priorities and deployed an AI enabled IT service and asset management platform in partnership with SummitAI. Existing HR platforms, enterprise monitoring and SIEM solution was integrated with the service management platform. Persistent set up an automation-driven Integrated Operations Center (IOC) encompassing service delivery, batch support, Network Ops (NOC) and Security Operations (SOC).

Persistent implemented standard methodology and best practices to improve customer experience by optimizing the service delivery model and transitioning to an enhanced ITSM solution deployed on the cloud. The ITSM tools were integrated with business-enabling functions, and a centralized knowledgebase within the ITSM tool was created to deliver consistent service levels. Persistent also put in place 24X7, real-time SIEM monitoring to ensure instant response to incidents.

The Outcome

The client improved the quality of Service Delivery and was able to lower cost to design, implement, and manage services. This helped improve resource utilization, including staff, tools, and budget.

AI-driven service management coupled with automation and orchestration led to 50% savings on Opex. By leveraging automation, AI / ML, and ITIL processes, the client witnessed a 40% reduction in ticket volumes.

Technology Used
  • SummitAI
  • ITAM
  • Solarwinds
  • InContact (smart IVR capabilities)
  • Azure Cloud
  • SIEM Solution Sentinel
  • SummitAI Scripting Modules
  • Shell Script

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