Case Study: Top Steel Manufacturing Company achieves 30% Opex savings and improved service engagement with Hexaware

Driving Engagement and Cost-Saving for Top Steel Manufacturing Company

Steel Manufacturing Company, one of the world’s top ten steel manufacturers with operations in 26+ countries and roughly 80,500 employees, faced fragmented IT service delivery across SCMs, delivery centers and ordering units that undermined backend resiliency and end-user experience. Hexaware was engaged to consolidate and modernize the client’s service management — integrating disparate service desks, implementing ServiceNow-based tooling (Steel Buzz), and improving connectivity and training through a near‑shore facility and platform-driven onboarding.

Hexaware consolidated two vendor-run service desks (IBM & HP) into a single-managed service, providing L1.5 support for ~300 applications and ~40,000 users, handling ~29,000 monthly tickets, deploying automation (bots/self-service/auto-heal) and converting 210 SOPs to a standard template in Steel Buzz. The engagement delivered about 30% Opex savings in year one via workforce centralization and cross-skilling, improved First Call Resolution to 78%, achieved near‑100% satisfaction post-migration with a CVA of 4.5/5, and enabled measurable operational and user‑experience gains.