Case Study

  • Master Service Provider (MSP)

    Client Profile
    One of the largest North American based independent software corporations listed amongst the ‘Fortune 500 Global list’.

    Challenges
    Consolidation of vendors to address issues such as inconsistent vendor rates, rationalization of employee benefits at par with industry standards, employee retention, governance and compliance.

    Magna Differentiators

    • A domain based delivery engine was set up along with a Vendor Management Organization (VMO) at Magna’s expense.
    • Magna rolled out employee benefits for its consultants on par with the full-time employees of the client. A practice of quarterly reward & recognition program was designed &introduced.
    • In-house program management team was setup to ensure mapping of partner consultants' salaries to our salary and benefit package.
    • A supplier orientation and induction was organized on client processes accompanied by a proposed cost plus model.

    Client Benefits

    The services offered by Magna resulted in:-

    • Increase of 95% to our client’s conversion ratio.
    • Reduction in attrition by 2% per month.
    • 85% of consultants being rebadged to Magna payrolls to ensure 100% compliance.
    • Usage of a transparent governance model to track supplier performance &ongoing improvement.
  • Master Service Provider (MSP)

    Client Profile
    Leading ‘Fortune 500’ multinational, global provider of next-generation business collaboration and communications solutions.

    Challenges
    Client’s research and development team required testing of various telephony solutions. The demand was forquicker time-to-market& cost-effective solutions with standardized processes &a high percentage of reusable test artifacts.

    Magna Differentiators

    • A QA team comprising expert Manual and Automation Testers was setup in order to develop test cases that could be reused for automation.
    • Focused approach was implemented on automation of the batch processes which utilized maximum manual testing efforts.
    • Magna consolidated the QA function and administered the engagement as co-managed services to ensure sharing of best practices and functional expertise. This ensured usage of standardized process and templates with better reporting and task allocation within the client middle management team.

    Client Benefits

    • Client observed significant improvement, of approximately 40%, in test automation.
    • The Client middle management’s bandwidth was released by 10% by introducing a project manager from Magna to handle day to day project management tasks.
    • Considerable reduction in post-production defects within first 3 months of the engagement.
    • The client experienced 100% Release Test Coverage.
    • Additional benefits were passed on to the client by means of effective attrition management. Shadow and support resources were identified for cross functional and technical trainings.
  • Projects Delivery-Testing (Managed/Co-Managed services)

    Client Profile
    One of the ‘top 5largest banks’ by market capitalization in Australia with operations in 30+ countries.

    Challenges
    Client’s operations team was manually collating data from various departments and were using MS-excel to save the data for future calculations/updates and report generation. Client had to maintain 5 years of archived data for future references.

    Magna Differentiators

    • Magna automated the data gathering process by providing simple form-based GUI (.NET/VBA-Excel scripting) and stored the data in a Database (MS-SQL/MS Access).
    • The solution was scalable and could be integrated with EPM and BO’s. Access privileges and options were provided for various pre-defined reports and custom report generation.

    Client Benefits

    • The client observed 50% reduction in manual efforts of data consolidation.
    • Access privileges to dashboards and reports specific to various departments ensured data security and intra department data privacy.
    • Client experienced a reduction in turnaround time for reports and dashboards.
  • Projects Delivery- IMS (Managed/Co-Managed Services)

    Client Profile:
    One of the ‘100 top most powerful brands’, banking institutions in the United States, with operations worldwide.

    Project:

    1.) Global IT Service Desk

    Challenges
    The client was having problems regarding IT maintenance which required 24 x 7 Level 0, 1 & 2 global IT Support. Along with development ofInbound Voice, Incident/Ticket and Chat/email., there was a need to supportcapture of 1800+ applicationsacross US, EMEA and APAC.

    Magna Differentiators

    • A Global Help Desk was established to maintain Desktops/Laptops/Mobile devices/Installations and provide HDD maintenance as per the client needs.
    • The 24X7 helpdesk support was also ensured automated migration of Windows XP to WIN 7.

    Client Benefits

    • The client experienced an increase in the FCRfrom 60% to 90%.
    • Along with 100% increase in support hours, there was a marked reduction of 20% in the overall efforts.
    • A knowledge management framework for the L0, L1, and L2 support in accordance with 100% IT audit compliance.

    2.) Global Software Management

    Challenges
    The client was in need of a software solution for desktop and server maintenance &back office operations, 18x5 email and chat support for over 1000 software applications and hardware across US, EMEA and APAC.

    Magna Differentiators

    • Development of a tool based onenterprise license agreements & catalogue management was designed.
    • Creation of a standardized compliance checklist for software request and consolidation of the implementation process.
    • A process was setup to facilitate License key requests, repository tracking, e-purchase of software and end of life software management.

    Client Benefits

    • The client witnessed an increased fulfillment Service Level Agreement from 85% to 99%, along with automation for composing software requests and quote requests.
    • There was an increase in the schedule adherence from 95% to 98% and also 100% IT audit compliance.

    3.) Desk side Support & Field Operations

    Challenges
    The client wanted a developed field operations support/desk side support with an on-call and voice support with 24x7 emails and chat support encompassing cities like Mumbai, Hyderabad and Bangalore.

    Magna Differentiators

    • A centralized help desk support function was setup to help the client ramp up operational efficiency.
    • Magna provided location specific trained resources for:
      • Desk side support for issues to be resolved at the user’s desk.
      • Configuring applications at the user’s desk.
      • Bulk movements and configurations of applications.
      • Voice/Data break fix, MAC and office cabling.
      • Disposal, hardware logistics and build services.

    Client Benefits

    • The client observed an increase in Service Level Agreement from 60% to 72%.
    • An increase in schedule adherence from 75% to 87%.
    • There was 100% IT audit compliance and Customer Satisfaction improved from 90% to 99.2%.
  • Projects Delivery- IMS (Managed/Co-Managed Services)

    Client Profile:

    ‘Fortune 500’ global technology and innovation company headquartered in NY. It is amongst the largest technology and consulting employer in the world.

    Project:

    Windows & VMware Administration.

    Challenges:

    The client was in need of a datacenter set-up comprising 49 local & 13 remote servers functioning 9 hours a day for 6 days.

    Magna Differentiators:

    • For better operational workflow we provided the clients with data center and console operations in addition to backup and recovery services.
    • Workflows were created for Tape management, OS Level Patch in addition problem management and change management.

    Client Benefits:

    • The clients had a 95% attendance growth on a monthly basis, ensuring a minimum period of 10 working days of training with an overlap occurring for every new hire in case of attrition.
  • Reverse Partnering

    Client Profile I:

    One of the top 3 Indian ITbusinesses consulting & outsourcing firm.

    Challenges:

    The customer`s requirement was to set up EAS. The purpose of this function was to build a pipeline of Application Development and Infrastructure combined projects. The function was to be executed by a specific 60 member team with 5-15 years of experience in the field within an allotted budget.

    Client Profile II:

    Leading ‘Fortune 500’ multinational, global provider of next-generation business collaboration and communications solutions.

    Challenges

    The client wanted to transition 30 of its employee to Magna for better management of agreed SLA’s with their customer.

    Magna Differentiators:

    • Magna carried outreverse partnering on actual cost and markup pricing model for the client& ensured extension of current benefits to all our transitioned employees.
    • Set up a helpdesk for consultant engagement and a project management office to ensure business unit engagement.
    • Set up a comprehensive Governance model.

    Client Benefits:

    • The client saw flexibility to ramp up/down resources.
    • The single vendor model helped in better coordination of employees which resulted in 100% resource utilization. This was followed by a reduction in bill rates, bench costs, and fixed costs like infrastructure, travel and statutory benefits.