24X7 Automotive Application Management Solution Interra Information Technologies 2024

Executive Summary

The client for this case study is a Tier 1 global automotive manufacturer and seller in the USA.
The case studies here are from our experiences for a few marquee accounts of InterraIT where we maintain & manage many business critical applications covering multiple sub-domains.

Domain Map

• InterraIT has been using its business-IT services for decades to Automotive OEM customers in many sub-domains, especially After-Sales services (e.g., Dealer Operations, Services, Warranty Management etc.), Logistics, Sales & Marketing and Value-Added Services.
• Such services include development/ enhancement of specific Automotive Business Solutions, 24×7 Application Management Services, 24×7 IT Infrastructure Management etc. All these services have Automotive domain knowledge embedded and are aimed at reducing the OpEx cost of the customer while enhancing operational efficiency.

About this Presentation

• Case Study 1- About The Client : A leading global car manufacturing company with global imprint.
• Case Study 2 – The same client as in Case Study 1, but this example shows how we improve the operational efficiency proactively as a part of our AMS deals
• Case Study 3 – About The Client : A leading global company that provide the solution of information and communications technology (ICT)

Case Study #1

24×7 Automotive AMS for a Tier 1 Automotive OEM in USA

About The Client : A leading global car manufacturing company with global imprint. Engagement Overview:

• Provide efficient problem resolution 24×7 for day-to-day business/ I.T problem reports as per SLA (while interfacing with client IT team and 3rd party vendors) for applications in the areas of Sales & Marketing, Service & Warranty Mgmt., Parts Mgmt. Vehicle Supply Chain etc.
• Proactive Problem Management;
• Transformational Consulting & operational transformation

AMS Scope

• Inherited a portfolio of legacy mainframe/Java/.NET-based legacy applications with inadequate documentation
• Around 200 business-critical applications in the portfolio and 1000 Problem Reports [PR] per month in the beginning – covering various automotive business and technology areas
• P1 problems require immediate resolution 24×7
• Resolution of business problems require SME knowledge of customer’s business
• Fast changing application portfolio for support – frequent on-boarding of new applications into AMS
• Change of technology landscape for AMS with the customer on a Digital Transformation journey
• Solution to architectural problems in the legacy architecture arising due to growth.

The Business Scenario

AMS Solution Provided by InterraIT

On-site-Offshore model to implement 24×7 operations

• Operations and monthly audits as per Operations Manual
• Daily PR resolution as per SLA
• Monthly Proactive Problem Management [PPM] exercise followed by Proactive Proposals to reduce # of PRs
• Continuous SME generation
• Transformational Consulting & Operational Improvements

Business Benefits

• Reduction of ~20% PRs YoY for last 3 years through PPM
• Re-generation of customer’s knowledge base and lost knowledge of many legacy applications in form of tool-generated program flow, documentation and Videos
• SLA compliance of 99.3% incidents closed with effective solution design
• Proactive optimization of customer’s business processes to bring PR volume down
• Extensive and automated monitoring and support processes setup to handle critical system failures and business level requests.
• Performance tuning and improvement solutions provided for critical business applications for improving user experience.
• Streamlined production batch abend support to reduce dependence on client IT team to nil.
• Based on analysis of data and reported problem trends, identified system changes to fix repetitive issues.
• Transformational Consulting to improve processes and IT architecture

Technology Stack Used

• COBOL, DB2, CICS, JCL, CSP
• Java, Struts 1.1/ Spring/ Sprintboot
• Classic ASP
• MS Sharepoint 2016 & on-line
• MS Power stack

Case Study #2

24×7 Automotive AMS – Transformational Consulting & Operational Improvements for Warranty Management

About The Client : A leading global car manufacturing company with global imprint. Engagement Overview:

• Provide efficient problem resolution 24×7 for day-to-day business/ I.T problem reports as per SLA (while interfacing with client IT team and 3rd party vendors) for applications in the areas of Sales & Marketing, Service & Warranty Mgmt., Parts Mgmt. Vehicle Supply Chain etc.
• Proactive Problem Management;
• Transformational Consulting & operational transformation This case study demonstrates how we improve operational efficiency as a part of our Automotive AMS engagements.

Overview of the Case Study

This case study discusses the details and processes involved in proactively improving client’s Customer Warranty Claims system as a part of the AMS engagement where the dealers had to manually prepare/process warranty claims on paper spending avoidable effort and time. This resulted in manual errors, inefficient workflows, reduced productivity and delays in claim processing.

This proactive solution helped the client to automate the claim submission and processing in a streamlined and effective manner, via a user friendly and robust Java web application, reducing the time-to-market significantly.

Business Challenges with the existing system

• Manual and Inefficient Claim Process: Without required automation, dealers had to manually prepare/process claims on paper. This resulted in manual errors, inefficient workflows, reduced productivity and delays.
• Poor Interdepartmental Communication/Collaboration: Departments working in silos lead to delay in processing of claims which negatively influenced customer satisfaction.
• Payment of fraudulent or excessive claims: If the warranty system/process does not have built-in real-time validations, it can lead to overpayment of parts, labor or other charges and fraudulent claims leading to revenue loss.
• Lack of efficient reporting and analytics: No way to identify defective/poor performing parts and subsequent suppliers.

Proactive Solution Provided by InterraIT

• Process Automation: Our solution automates the claim submission and processing in a streamlined and effective manner via a user friendly and robust Java web application.
• A holistic/inter-connected system: The Warranty Claims system is integrated with various departments/applications like DMS, ERP, Mazda Corporation etc. which are interacting using web services, MQ etc.
• Built in Advanced Validations: Our solution has advanced validations built which help in not letting fraudulent claims be submitted. This also leads to decrease in the rate of rejection of claims.
• Improved User Experience: Our warranty claim system is easy to use for dealers and provides information at each level so that claims can be submitted and validated with ease.
• Advance Reporting/Analytics: We are working on building analytics features in our system which can give better insight into dealers, service providers, and suppliers by considering their reliability, cost, and quality.

Business Benefits

Reduced time-to-market & cost, enhanced customer satisfaction through and reduction in # of AMS tickets:

• Automated Warranty Claim Verification
• Supports Service
• Streamlined Handling of outbound and inbound warranty claims
• Standardized warranty features
• Seamless Integration with Work Orders
• Preliminary Invoicing and Pre-Work Approval
• Efficient Part Return and Replacement Procedures
• Seamless Integration with Dealer Portal and External Interface

Case Study #3

About The Client : A leading global company that provide the solution of information and communications technology (ICT).
Project Overview:

• Maintaining the OSS/B solution (“Catalyst”) on all the environments with ownership of Development, SCM, Monitoring and Reporting.

Catalyst Maintenance Flow

Solution Provided by InterraIT

• Well defined process-based software maintenance with predefined SLA for 24X7 support
• Documented process manuals to support all key processes, steps and communication plan.
• Test automation to save deployment downtime and faster release to production.
• Replaced the Licensed module with the new in house developed module
• Implementation of best practices like DevOps, CI/CD , test automation, consolidation of key problem areas.
• Jira workflow implementation as a central tool for communication, tracking, planning and dash boarding

Business Benefits

• Maintaining 40+ components on 30 servers across all 4 environments with full ownership over code, servers, data, completely being managed from offshore team.
• Over 300 patch upgrades executed on different servers in all 4 environments.
• Development of key modules in-house saving high license cost –
• In-house developed application – SRMS replaced AccPac ERP
• Open-Source ticketing system Redmine replaced Remedy need in Catalyst.
• Achieved 99.1% SLA in issue acknowledgement.
• Reduced Billing module errors by 99% on average for last 12 months.
• Added 36K lines of code in enhancement and new feature development.
• Maintained Knowledge bank for further support

Technology Stack Used

• JDK1.7
• Spring
• Hibernate
• WSO2 ESB/BPS and Identity Server
• GWT/GXT
• JQuery
• PHP
• .Net, Amazon SNS• JMS
• Free Marker
• PERL
• Oracle
• SQL
• Postgres
• Ansible
• JUNI

Thank You!

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