HCLTech is a technology leader, with more than 223,000 employees across 60 countries providing digital, engineering, cloud, and AI solutions to organizations worldwide. They were recently engaged by a multi-national food and beverage company for a UC solution and turned to Kurmi to help manage the large, heterogeneous environment.
We spoke with Ronak Agarwal, Senior Consultant at HCLTech, about the engagement.
Tell us about HCLTech and your firm’s relationship with Kurmi.
I’m Ronak Agarwal, Senior Consultant at HCLTech, a multinational IT services and consulting firm headquartered in Noida, India. We have been partners with Kurmi for 4 years, selling it as a part of a managed service offering called HCLTech Rendezvous.
What is the value proposition around Kurmi for your clients?
HCLTech’s Rendezvous, an in-house framework and product, lies at the center of a re-imagined operating model for managing UC infrastructure. HCLTech Rendezvous has 3 modules, Discover, Monitor, and Automate, which is where Kurmi falls.
Kurmi helps our customers automate UC use cases related to Proactive, Preventative and Reactive Maintenance like MACD’s, Phone (or User) provisioning/deprovisioning, DID management, Self Serve Portal, Bulk Upgrades, Migration from one platform to another, and API Integration with ITSM tools—to name a few!
As part of our managed service Automation offering, Kurmi is typically used to automate from 30%-50% tickets/incidents/service requests for our clients.
Describe the customer’s deployment using Kurmi with your HCLTech Rendezvous offering.
Our client was looking for a solution to manage their large heterogenous environment, remove manual IT errors, automate repetitive tasks, improve employee efficiency and most important, reduce cost of IT support. One of the primary reasons they reached out to us was our domain expertise in providing value added services in the Unified Communications space.
Our client will use HCLTech Rendezvous Automate (powered by Kurmi) to automate the management of MACDs [moves, adds, changes, deletes] for end users as well as management of DID numbers. We will also integrate with their ITSM solution for further automation. The initial deployment will be to 25,000 users.
What benefits from deploying Kurmi do you expect for your client, once the solution is deployed?
We expect to deliver single-pane-of-glass management of a heterogeneous (on-prem and cloud) UC environment with 50%-70% of configuration changes ultimately to be handled through Kurmi instead of logging into the client’s PBXs. As Kurmi is integrated with these PBXs and ITSM, we expect at least 80% of MACDs to be automated end-to-end. In addition, we expect to automate 30%-40% of Incidents and Changes, and to deliver paperless DID management within 6 months of deployment. Finally, we expect a reduction in MTTR (mean time to repair) by 20% year/year, and for the self-serve portal to ultimately reduce the number of support tickets as well.
Some intangible benefits we expect are: reduction in support cost for the client due to reduction in engineers year/year and at least 20% improved engineer efficiency year/year, all due to the automation.