Case Study: Leading Global Information Services And Publishing Company achieves 30% productivity improvement and cost optimization with HCL

Leading Global Information Services And Publishing Company - Customer Case Study

HCL worked with a market-leading global information services and publishing company that needed greater business agility, operational excellence, consolidation/standardization and cost optimization. The customer faced 16+ IT locations, fragmented legacy platforms, high application maintenance costs and inconsistent SLAs, and HCL was engaged to deliver HCL‑enabled back‑office shared services including Application Support & Maintenance and a MaSCoT™‑led service delivery approach.

HCL implemented a Global Shared Services model, harmonizing 33 processes across 15+ business units, staffing 450+ SMEs to support 24 business units and core processes (Order‑to‑Cash, Procure‑to‑Pay, Hire‑to‑Retire, Finance & Accounting). The program delivered measurable impact: a committed 30% productivity improvement over the deal term, a 5% SLA improvement in year two, a 7% reduction in response/resolution times, lowered application management and TCO through offshoring, platform consolidation and process re‑design.