Case Study: Global CPG Enterprise achieves lower IT operating costs and unified AMS & IMS delivery with HCL

Global CPG Enterprise - Customer Case Study

Global CPG Enterprise, a 170-year-old consumer packaged goods company with operations across the US, Canada, Mexico, the UK and APAC and multiple manufacturing sites, needed to reduce IT operations costs, improve coordination between applications and infrastructure, create a single service window for AMS/IMS and SAP hosting, support M&A integrations, and cut backlog. To address these challenges, the customer outsourced SAP hosting and engaged HCL for managed Application Management Services (AMS) and Infrastructure Management Services (IMS).

HCL implemented a unified AMS+IMS delivery using its AsseT transition framework and MASCOT steady‑state model, adopted shift‑left practices (KeDB/RunBooks), automated monitoring/reporting (SolarWinds, SAP Redwood, Nimsoft), ran application portfolio optimization (PRIZM) and leveraged Run.Advisor, Value Portal and process harmonization. As a result, HCL delivered 100% SLA compliance since cutover, generated $480K of value in year one, increased enhancement deliveries by 30%, raised team productivity by 20%, reduced enhancement backlog by 20%, cut incident backlog by 40% (30% in six months) and reduced aged tickets >20 days by 70%, while lowering overall IT operations costs.