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
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.
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
