Tag: Manufacturing

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:

  • Delivering personalized customer experiences across channels

  • Building a modern MarTech strategy

  • Improving customer engagement and loyalty

  • Driving revenue growth through tailored experiences and promotions

  • Competing effectively with digital-first delivery platforms

Scope of Services

The project focused on enabling next-generation customer engagement through:

Digital & MarTech Strategy

  • Assessment of current customer engagement model

  • Identification of gaps in customer personalization

  • Modern MarTech roadmap creation

Customer Experience Transformation

  • Unified customer journeys across app, web, in-store, and delivery

  • Personalization engines for offers, promotions, and menu recommendations

Real-Time Insights & Automation

  • Real-time automations across marketing and operations

  • Intelligent insights to anticipate supply & demand

  • Predictive recommendations for new product launches

Benefits

Real-Time Automations & Insights

  • Real-time data helped anticipate supply and demand across regions

  • Faster identification of trending menu items

  • Enabled smarter, localized promotions

  • Supported quick launch of new products

  • Strengthened customer lifetime value

Impact

$550M incremental revenue opportunity over 5 years

Driven by personalization, targeted marketing, and customer engagement initiatives.

Additional Impact:

  • Increased visits across dine-in and delivery channels

  • Higher customer retention

  • 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.