Case Study: Major Utilities Company transforms customer experience and reduces MTTR with HCL DRYiCE IT automation

Major Utilities Company - Customer Case Study

A LARGE UTILITIES COMPANY serving 7.5 million customers across 400 communities faced low visibility into IT assets, discordant and inefficient monitoring, difficult network alert correlation, high MTTR and a damaged technology-enabled customer experience. HCLTECH (HCL) addressed these challenges by deploying its DRYiCE suite—including NetMon, ExpMon, MyXalytics and EnPoM—alongside HCL’s ITSM “Gold Blueprint” and self-help/knowledge management modules.

HCL implemented unified, integrated monitoring, proactive network management, automated capacity analysis and ITIL-aligned IT process streamlining, which reduced MTTR and ticket volume. The DRYiCE-driven solution delivered measurable impact: improved CSAT, SLA compliance, cost optimization and IT metrics aligned to business objectives. HCLTECH reports these outcomes as clear operational and customer-experience gains.