Customer
A well-known American restaurant chain specializing in pizza and pasta, serving customers across dine-in, takeout, and delivery channels. Known for its wide menu, strong brand presence, and national footprint.
Business Objective
The restaurant wanted to expand its value-added products and services to strengthen customer loyalty and increase repeat visits.
Key goals included:
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Delivering personalized customer experiences across channels
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Building a modern MarTech strategy
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Improving customer engagement and loyalty
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Driving revenue growth through tailored experiences and promotions
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Competing effectively with digital-first delivery platforms
Scope of Services
The project focused on enabling next-generation customer engagement through:
Digital & MarTech Strategy
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Assessment of current customer engagement model
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Identification of gaps in customer personalization
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Modern MarTech roadmap creation
Customer Experience Transformation
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Unified customer journeys across app, web, in-store, and delivery
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Personalization engines for offers, promotions, and menu recommendations
Real-Time Insights & Automation
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Real-time automations across marketing and operations
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Intelligent insights to anticipate supply & demand
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Predictive recommendations for new product launches
Benefits
Real-Time Automations & Insights
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Real-time data helped anticipate supply and demand across regions
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Faster identification of trending menu items
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Enabled smarter, localized promotions
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Supported quick launch of new products
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Strengthened customer lifetime value
Impact
$550M incremental revenue opportunity over 5 years
Driven by personalization, targeted marketing, and customer engagement initiatives.
Additional Impact:
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Increased visits across dine-in and delivery channels
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Higher customer retention
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Efficient campaign performance through automated segmentation
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.
