Automation for IT Helpdesk & Production Support for a Leading Indian Multinational Pharmaceutical Company

Overview

The customer is a leading Indian Multinational Pharmaceutical Company with over 12,000 employees from over 60 nationalities, 17 manufacturing facilities across 5 countries, and 5 R&D centers worldwide. ACL Digital provided IT Helpdesk & Production Support leveraging new digital technologies by augmenting the workforce with Artificial Intelligence (AI), RPA, and IPA (data-driven, predictive, and proactive operations), thus limiting manual operations to enable business agility and operational efficiency.

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Challenges

Implementation of Zero-Touch IT Operations

Manual Operation

Operational Efficiency

Lack of business agility

Solution

10+ Enterprise Application, 14K+ End Users, 58 Processes
IMS Automation Bot Library is a modern, futuristic Automation Platform (with Zero Touch and self-service features) offering a variety of individually preconfigurable Automation solutions
The Bot Search does not just conduct Searches; it assesses information and makes recommendations to the user based on issues
IMS Automation Bot Library reduced the burden on infrastructure management and ensured that the core assets were automated & well-maintained
IPA Strategy, Governance, Automation feasibility, Tool selection, and COE set-up
Implementation and deployment, Bot-managed services, Functional and technical training, and Risk assessment

Outcomes

Seamlessly integrated legacy systems through the use of automation tools, avoiding the complexities associated with traditional system integrations
Introduced a user-friendly Bot Search feature within the Automation System Library for efficient and straightforward information retrieval
Implemented Enterprise Automation to enhance speed, scalability, and success across various departments within the organization
Successfully executed Digital Workforce implementations, achieving end-to-end process automation for streamlined and efficient operations