Customer
Consumer Durables IT Efficiency & Digital Enablement is the focus for a well-known Consumer Goods and Consumer Durables company specializing in Home Appliances.
Business Objective
The company set three strategic priorities to support its next phase of growth:
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Improve operational efficiency across IT and business processes
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Expand value-added products and services to grow share-of-wallet
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Increase customer penetration through better digital experiences
The leadership identified IT modernization as a core lever to enable scale, faster time-to-market, and better support for field operations.
Scope of Services
The Consumer Durables company, operating across the U.S., wanted to improve IT efficiency across its portfolio while simultaneously addressing the needs of field staff for a better digital experience.
A significant merger with a neighboring regional Consumer Durables company, combined with market expansion into new products and services, created increased demand for IT services.
To support this growth, the Enterprise Architecture (EA) team began exploring a platform-based approach to deliver core technical capabilities that could solve current challenges and remain flexible for future needs.
Benefits
Impact
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45% cost efficiency achieved through trusted data management, improved governance, and digital enablement across the organization
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30% productivity gain driven by early digital engagement for field staff, reducing friction in daily workflows
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Digitized workflows improved user experience across digital tools
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Streamlined feedback mechanisms enabled stronger field engagement and continuous improvement
Customer
Healthcare Digital Transformation for IT Efficiency became a priority for a leading US health provider after a major merger expanded its operations and increased demand on IT services. The health system needed a digital model aligned with care outcomes, not technology-first decisions.
Business Objective
The customer wanted to:
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Improve IT efficiency across a large, multi-entity health system
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Strengthen digital experience for clinicians and care providers
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Align technology investments to business goals and the care roadmap
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Support growth following a major merger and market expansion
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Modernize IT operations without disrupting active clinical workflows
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Enhance digital enablement for nurses and frontline care teams
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Build a foundation for scalable data, trust, governance, and security
Scope of Services
BXI partnered with the health system to:
Strategic IT Alignment
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Worked directly with business leaders to understand care roadmaps and goals
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Mapped technology investments to clinical and operational needs
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Shifted the model from “technology first” to “outcome and use-case first”
Digital Enablement for Clinical Staff
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Prioritized high-impact use cases in nursing workflows
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Implemented solutions to reduce friction in daily tasks
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Used third-party implementation vendor to measure caregiver experience and feedback
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Improved frontline digital tools to reduce effort and improve productivity
Efficiency and Governance Improvements
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Focus on data management, trust, and governance
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Built the foundations for digital scaling across the merged organization
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Established processes to support a larger portfolio of services
Benefits
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Better alignment between business goals and IT execution
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Digital solutions prioritized based on care impact, not technology trends
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Reduced friction in clinical workflows and nursing tasks
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Strong foundation for scaling digital services across merged entities
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Built reliable governance for data management and trust
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Improved caregiver experience measured through direct feedback
Impact
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45 percent cost efficiency gained through improved data management, trust and governance
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30 percent productivity gain through enhanced digital engagement for clinicians
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Improved digital experience for care teams using targeted implementation and feedback loops
Customer
An India headquartered multinational steel manufacturing giant and has operations in 26 countries and have a commercial presence in over 50 countries with employees across five continents. It is Europe’s 2nd largest steel producer.
Business Objective
- Provide a scalable skilled resource pool
- Innovation delivery model taking advantage of Automation, Self-Healing, and Auto healing.
- Support Data & Analytics
- Tool Rationalization
- Infrastructure Modernization
Scope of Services
- Multilingual Technology WPS
- Application Service Desk – 24×7 Service desk support for 300+ applications delivered from 4 client locations in India.
- On Premise Support in 3 client manufacturing locations across India
- Dedicated Operations Management Centre at Mumbai office
- Delivery Locations: 4
- Volumetric Data: 29,000 tickets/ monthly; 40,000+ Users; 4 Contact mediums
- English + Indian Languages support
Benefits
- Dedicated Regional Service Delivery Model
- Business aligned Smart Ops to focus on Self Service, Self-healing, and auto healing
- Unified Operation Centre that Service Desk L1 & L1.5 and Tool Consolidation
- SmartOps rollout for Monitor, Detect, and Resolve proactive events across tracks,
- Digital Services Hub – Single Point of Accountability
- Process Efficiency – through SOPs and improved FCR
Impact
- 95% Reduction in time for gate pass
- 20% Increase in First Call Resolution
- Consolidation of two different Service Desks resulting in a Centralized service desk – giving the client a single source of accountability
Customer
A Fortune 500 enterprise and the world’s largest producer of potash and phosphate fertilizer.
Business Objective
- Provide a scalable skilled resource pool.
- Establish an innovation delivery model leveraging DevOps, automated testing, and continuous improvement.
- Leverage evolving technologies including RPA, AI, IoT.
- Strengthen Data & Analytics capabilities.
- Drive Tool Rationalization across the IT landscape.
- Enable Application and Infrastructure Modernization to support future-ready operations.
Scope of Services
The services were delivered across both applications and core IT infrastructure.
Application Services
- Managing 169 applications (Key Apps: SAP, Salesforce, Power BI, Maximo, Azure).
- Application support, maintenance, and minor changes.
- Quality Assurance for major development and project requirements.
Infrastructure Services
- 24/7 Service Desk for L1 & L1.5 support in four languages: English, Brazilian, Portuguese, and Spanish.
- Server and storage support, data center management, cloud operations administration (IaaS), VDI, middleware, database administration, EUC/workplace services.
- Managed network services, service desk services and user administration, disaster recovery, and cybersecurity operations.
Benefits
- Integrated operational model delivering agility, productivity, and scalability.
- Business-aligned SmartOps enabling self-service, self-healing, and auto-healing.
- Unified Operations Centre consolidating Service Desk L1/L1.5 and tools.
- Enterprise-wide DevOps rollout supported by standardized tools, frameworks, and accelerators.
- SEED team driving comprehensive digital transformation including blockchain, supply chain optimization, scaling AIoT, and customer experience enhancements.
- Technology-led Industry 4.0 transformation for business processes.
- Legacy-to-Cloud migration, SAP S/4HANA, and SAP mobility for mining workers.
- Application modernization using Low-Code/No-Code tech stack.
- Data analytics transformation enabling AI scaling and advanced data science capabilities.
Impact
- 45% ticket reduction through automation.
- Up to 70% reduction in equipment breakdowns.
- ~43% YoY cost optimization over 5 years.
- >95% process and system uptime.
- 70% improvement in utilization across 3 years.
