Client background

Client: A top financial services company

Industry: Financial services

Area of operation: Global

Products: Asset management, servicing and administration, research and trading, financial data analytics and insurance

Employees: Over 35,000

The Challenge

The financial services leader faced major challenges in delivering superior end-user experience. Excessive application downtime due to hardware issues and user downtime resulting from connectivity issues led to inconsistent user experience. A highly complex architecture, application management issues across devices and lack of regular patching as part of configuration management further compounded the situation.

The client realized the need for a new IT infrastructure strategy to improve service efficiency and availability and to deliver enhanced user experience.

Solution

The client chose to partner with Wipro due to its proven offering VirtuaDesk, a complete desktop virtualization solution underpinned by Cloud architecture, to create a high-performance and cost-effective way of delivering desktop-as-a-service.

Wipro designed a highly available and scalable platform built in partnership with Dell-Nutanix and Citrix to optimize and streamline application services for 57,000 users. Some of the major highlights of the solution were:

• A dedicated customer experience Center of Excellence underpinned by year on year continuous improvement metrics
• Wipro’s proprietary ServiceNXT^TM framework for operations management, supported round the clock by dedicated offshore delivery centers to enable resilient, business-aligned and cost-efficient IT applications delivery 
• End user experience monitoring and diagnostics solution Stratusphere, augmented with predictive analytics, to provide user-centric visibility across platforms and workspace 
• Customized self-service portals and real time monitoring of the DaaS environment for efficiency and insights 
• A rich knowledge management portal integrated with the client’s ITSM framework to store and disperse solutions and trouble-shooting resources

Business Impact

Migration of 57,000 users to the new highly scalable platform improved service efficiency and availability and brought in superior end-user experience

Benefit highlights:

• 99.99% uptime with single point of accountability and improved service delivery parameters
• 15% reduction in incidents in the first 18 months through in-built automation and service improvements
• Two times enhancement in end user experience driven by real time monitoring of critical parameters and trend dashboards.
• Payment transparency and predictability with pay-per-user pricing model
• 1.5-fold improvement in end user productivity
  

Wipro stepped in as a strategic partner to help optimize and streamline application services. This helped the client reduce incidents, enhance user experience and enable 99.99% uptime. 

- Seshu GV, General Manager, Cloud & Infrastructure Services, Wipro