Case Study: a world’s largest brewer achieves 99.3% SLA and 52% savings with ITC Infotech’s global AMS delivery center

World’s Largest Brewer achieves 99.3% SLA and 52% savings with ITC Infotech

The customer, the world's largest brewer, faced challenges with high costs, low accountability, and a lack of operational transparency due to complex multi-vendor and multi-zone decision-making. They also needed to scale support for multiple acquisitions while managing niche skill demands. ITC Infotech was engaged to provide Application Management Services (AMS).

ITC Infotech established a 24x7 offshore service delivery center using its "PATS" transition framework to ensure zero disruption. Their solution covered eight service towers and streamlined operations with automation for system monitoring and ticketing, plus a knowledge management portal. The results delivered by ITC Infotech included 52% operational savings in high-cost zones, an overall SLA of 99.3%, and a significantly improved customer satisfaction score, which released the customer's in-house IT team to focus on strategic initiatives.