The Next Applied
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AUTOMATED PROCESSES THROUGH ENTERPRISE-WIDE, EVENT-DRIVEN DIGITAL OPERATIONS PLATFORM

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THE CLIENT

 

A specialist railway firm.

BUSINESS CHALLENGES

The client embarked on a multi-year Automation Transformation Program to control, predict and reduce operating costs, high technical debt, and legacy footprint while accelerating growth. The client's objective was to implement next-generation platforms and architecture to Futureproof the foundation and build a data-driven organization to enable real-time data visibility into the end-to-end delivery lifecycle.

THE SOLUTION

 

The client partnered with Mphasis to implement its Front2Back™ approach and Service transformation solutions to optimize operations, accelerate growth and improve customer experience. Mphasis leveraged its depth and breadth of expertise with next-gen architectures and technologies to transform enterprise platforms digitally and modernize IT across multiple portfolios –

  • Built an enterprise-wide, event-driven digital operations platform with composable microservices encompassing cloud-ready platforms, business capabilities, and services.
  • Implemented Hyper Intelligent Automation Framework and used a Full-stack of Process Mining, AIML, Quantum Computing, OCR, and RPA technology to achieve Customer Experience, Cost and Control (3Cs)
  • Enabled Digital data capture to replace paper-based manual processes for field operations and enabled the upload of last-minute customer changes while increasing compliance to safety procedures and providing transparency
  • Set up centralized RPA COE and multiple POD to scale Automation across organization

BUSINESS OUTCOME

RPA COE enabled the client to achieve business benefits from 1 quarter. At scale, the team delivered at 20-25 automation process in quarter

Automated 110 + Process which led to savings of 46,000 hours of manual effort annually and approx. 7.58 M CAD

24/7 Bot availability with 100% accuracy

50-70% reduction in Average Handling Time by automating the processes

Reduced technical debt and running costs through reusable foundational IT platforms

Lowered cost and enhanced customer experience

Improved efficiency in all business lines with 100% adherence to compliance