Action
To address growing IT complexity across its global operations, PGP Glass sought a partner capable of driving stability, scalability, and operational efficiency. Wipro was engaged as a strategic ally, bringing deep expertise across key domains including Data Center Operations, End-User Computing, Service Desk, SAP, AWS, and Infrastructure Security. The partnership was intended to establish a robust IT foundation capable of meeting evolving business demands.
Our team of experts embraced an integrated approach to transform the legacy IT into an agile, evolving function by ensuring:
Delivery Realignment and Scope Correction: A meticulous evaluation revealed initial underestimations in critical domains such as SAP Basis and CRS support. Wipro initiated change requests based on missed effort during initial sizing, collaborating closely with PGP Glass to revise the contract and reflect actual delivery needs, resulting in increased revenue recognition.
Cost Optimization through Resource Rebalancing The resource mix was optimized by aligning skills and experience levels effectively, ensuring service quality remained uncompromised while reducing per-person costs (PPC). This strategic recalibration contributed to improved gross margin performance starting from the second year.
Network Stabilization at Kosamba Plant: Persistent network instability at Kosamba facility, the primary manufacturing hub, was resolved via a JIC (Joint Implementation Committee)-led task force. The team overhauled the plant’s network topology and replaced faulty hardware, stabilizing connectivity without disrupting production.
AWS Consumption Optimization: A joint audit with AWS and Wipro Cloud architects uncovered misconfigured instances and redundant VMs inflating costs. By rationalizing Reserved Instances and optimizing workloads, the team successfully aligned actual cloud spend with projected budgets.
Enhanced Governance and Operational Visibility: Real-time monitoring across production sites was enabled through the SmartView dashboard, while monthly performance reports offered the CIO and senior stakeholders, actionable insights on service metrics and areas for improvement.
Standardization and Knowledge Retention: Wipro institutionalized program knowledge by developing site-specific SOPs and conducting calendarized onboarding sessions. These measures ensured zero knowledge leakage during transitions and consistency in delivery across geographies.
Ambitions Realized
Through a deeply collaborative and visionary partnership, Wipro transformed PGP Glass’s IT from a back-end function into an agile foundation that supports day-to-day operations while propelling the business toward sustained growth and innovation.
- Unwavering Operational Continuity: With near 100% uptime across all production sites, PGP Glass ensured smooth, disruption-free operations. Supported by a 24x7 centralized service desk, the company maintained responsiveness across global locations.
- Improved Financial Predictability: Through targeted optimization of manpower and cloud operations, PGP Glass achieved measurable cost savings and improved financial predictability, sustaining a Delivery Maturity Index above 80 throughout the partnership.
- Future-Ready Infrastructure: A stabilized network, optimized cloud setup, and centralized service management created a scalable IT backbone for future growth. The Kosamba plant, once affected by network disruptions, now operates with 100% network stability, ensuring uninterrupted production.
- Elevated Client Satisfaction: Wipro’s proactive support and regular communication built stronger client trust, fostering a long-term partnership. The Customer Satisfaction (CSAT) scores rose significantly, reflecting reliable and consistent service.
With Wipro as a strategic partner, PGP Glass moved beyond reactive IT management to a proactive, insight-led operations model, where stability, agility, and cost control co-exist by design. What began as a support engagement matured into an integrated ecosystem of governance, transparency, and innovation. The partnership exemplifies how manufacturing organizations can harness IT as a strategic lever, minimizing disruption, maximizing visibility, and unlocking long-term resilience in an increasingly digital, distributed world.
