Our client is a global multi-brand publishing and marketing company, publishing a best-selling magazine that reaches approximately 70 million readers in 100 countries, through 52 editions, and in 35 languages. The company has under its umbrella: 29 brands with products produced in 24 languages and sold in 78 countries, and 65 branded websites with 22 million unique visitors per month A disconnected IT organization severely hampered its abilities to deliver in a demanding, fast-paced business environment. Our client thus wanted to transform to a “center-heavy, site-light” shared services model that would streamline its operational processes and IT infrastructure, leading to overall organizational agility

4. HCL supports a mission critical
application used by over 80 customers
across multiple geographies
BACKGROUND
 Headquartered in Bonn, Germany, our client serves residential and
commercial customers in the logistics sector through a network of joint
operations and offices. Its core services are postal services (surface
mail) and logistics, and it operates through four business divisions - Mail
Services, Freight Management Services, Supply Chain Management and
Logistics. It has approximately 531,000 employees in over 220 countries
 Our client faced issues with the way its warehouse system was being
managed and was therefore unable to offer flexibility, cost effectiveness
and continuous improvement in alignment to its strategic vision
CHALLENGES / OBJECTIVES
 An effective and consistent IT services proposition that reflects economies of scale, SNAPSHOT
through a more agile and scalable service proposition
 Integrate services provided by multiple entities – various vendors and internal  Vertical: Travel, Transportation & Logistics
customer IT teams  Micro-vertical: Logistics
 Deploy a service program committed to quality and excellence and underpin the
program with a Governance and process model  Service Areas: Application Enhancements,
 Introduce effective good product management practices for the WMS product that Maintenance & Support, Corrective and
had 11 key versions and almost 80+ streams Preventive Maintenance, Production Support
 Reduce the TCO of ownership of IT services, and reduce YoY costs  Technologies: PowerBuilder, Delphi,
 Provide effective, timely and accurate management information Microsoft .NET, J2EE, Oracle Databases 9i,
 Provide an integrated cohesive program approach with the flexibility and agility to 10g
work with existing and third party hosting service providers; Zero business disruption
during transition [from a less than cooperative incumbent vendor]

5. THE SOLUTION
 HCL provided a transformational service delivery model that seamlessly integrated services provided by multiple
entities into a unified service provided by a single team. ITIL Aligned Application Services Delivery through an
integrated and outsourced model that is providing consistent services to all customer entities spanning APAC, the
Middle East, Africa, Europe and the Americas
 Implemented robust Configuration management and Product management (development & enhancement)
practices adhering to CMMi Level 5 standards
 Provided a structured Governance model with weekly, monthly, quarterly, and yearly reviews with the client’s
management team
 Rebadged 14 customer employees successfully into our environment
 Introduced a centralized multilingual support service to support our client’s business 24x7
 Used HCL tools to standardize documentation, support procedures, and application structure
 Suggested the use of our proprietary tool, PM Smart - for better control over Product Management (Problem &
Change Management)
 Delivered enhancements and handled new rollouts in parallel with the transition to address high priority business
requirements; Successful transition using our proprietary Asset™ methodology
RESULTS / BENEFITS
 Savings of approximately 1 Million Euros per year (> 30% cost savings)
 Applied BAIT [Business Aligned IT] principles to create detailed Business Process Maps to help drive rationalization of add-on
modules and external tools used. This simplified activities, improved throughput and reduced support and maintenance efforts
 Enriched documentation by creating documents for all versions as part of the ASSeT process during transition
 Created an Academy to speed-up the learning and sharing of best practices
 Benchmarked product features and capabilities with Industry leading COTS packages to enable the creation of a Product
Roadmap for Prologs
 Successfully rebadged and integrated 14 members of our client’s team to provide continuity to its customers. Improved service
provisions by leveraging the deep customer knowledge of the rebadged team while aligning to HCL’s best practices
 Zero business disruption and risk free transition completed within 3 months despite minimum support, lack of documentation and
knowledge transfer from the incumbent vendor

6. Hello, I’m from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions. We use digital engineering to
build superhuman capabilities. We make sure that the rate of progress far exceeds the price. And right now, 88,000 of us bright sparks are busy
developing solutions for 500 customers in 31 countries across the world.
How can I help you?
www.hcltech.com