Customer Details:

Industry: EPC

HQ: Houston, Texas

People: 40,000+

Service: Low-code Application platform

Revenue: >$13B

Customer Background

Our client is an EPC giant that has been operating since (Year of inception, They have been rapidly expanding their operations and have grown to have over 200+ subsidiaries across the globe

It is one of the largest Fortune 500 EPC giants in North America, with a highly trained and skilled force specially focusing on providing turnkey infrastructure solutions for the electric power, underground utility, and communications sectors. They began expanding through acquisitions as part of their strategy to diversify their specialty services while ensuring world class execution and global delivery excellence in their market.

Their challenges

This EPC brand was facing a growing challenge with their ITSM processes owing to their diversification strategy which resulted in an increase in the number of replication processes. This made it difficult for our client to keep up with all of their subsidiaries’ requests for help.

To tackle this problem, they started creating a new IT Service Management portal that would be tailored specifically to each subsidiary’s needs. Each time they acquired a new subsidiary, they would manually replicate their existing ITSM portal which would consist of 25+ pages and related widgets where they could raise IT tickets, request for treasury and facility features, manage on-boarding and offboarding of associates, make announcements, provide map facilities, and utilise intranet features. This process took anywhere between 2-3 months and it was both expensive and time-consuming.

Our Solution

The goal for us was to develop a solution that will help them improve their efficiency by shortening the time it took to get the system up and running as well as the costs saved , , while also creating team satisfaction within each subsidiary by reducing complaints due to issues during the tedious replication process.

The team at Psiog Digital, a boutique software service provider understood the challenges faced by our client’s ITSM team, which facilitated us in narrowing the challenges and with due diligent technical analysis, we arrived at an innovative solution that would address the strenuous task of re-creating portals for each subsidiary.

We broadly had three objectives in mind

• To automate all manual and iterative processes,
• To facilitate an individual service portal for each subsidiary company,
• And to provide our clients with the best possible user experience and customizability

Owing to Psiog’s experience and expertise on Service now, and our software development best practices, we created a portal cloning plug-in that not only automates the whole cloning of pages and associated widgets but also provides the provision to add, remove, and archive the portal and its related pages.

The Impact

Time to market (TTM) – 1 month

Cost reduced by 76% on per portal replication

Time taken before PCA was 2-3 months while post PCA was 2-3 minutes