Case Study: Leading Multinational Dairy co-operative achieves 14% support cost savings and optimized 30:70 onsite–offshore model with HCL Lean ASM

HCL Helps The Customer Optimize Support Services Through Lean ASM

HCL worked with a leading multinational dairy co-operative responsible for approximately 30% of the world’s dairy exports across more than 140 markets. The customer’s complex landscape (SAP ECC/SCM/SRM/CRM/BI, JD Edwards, custom apps, Oracle DB) and many interfaces required faster response and resolution for perishable logistics, while confidence in offshore capability was low and onsite–offshore costs needed optimization for Application Support and Maintenance.

HCL applied Lean ASM methodologies — demand/capacity analysis, right‑sizing, standardization, performance management, proactive/predictive delivery and knowledge transfer to an offshore Rhythm team — to redesign the support model and implement a phased plan. As a result, HCL shifted the onsite/offshore mix from 44:56 to 30:70, maintained SLA adherence, improved MTTR and incident closure/backlog metrics, and delivered a 14% reduction in support costs.