{"id":557909,"date":"2020-06-11T15:42:00","date_gmt":"2023-10-18T08:57:10","guid":{"rendered":"https:\/\/www.capgemini.com\/?post_type=client-story&#038;p=514586"},"modified":"2026-03-09T10:57:14","modified_gmt":"2026-03-09T10:57:14","slug":"a-uk-conglomerate-achieves-excellence-in-application-services-with-capgeminis-admnext","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/gb-en\/news\/client-stories\/a-uk-conglomerate-achieves-excellence-in-application-services-with-capgeminis-admnext\/","title":{"rendered":"A UK conglomerate achieves excellence in application services with Capgemini\u2019s ADMnext"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable is-style-default header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/06\/Capgemini_Client-stories_UK-conglomerate.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/06\/Capgemini_Client-stories_UK-conglomerate.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/06\/Capgemini_Client-stories_UK-conglomerate.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/06\/Capgemini_Client-stories_UK-conglomerate.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/06\/Capgemini_Client-stories_UK-conglomerate.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/06\/Capgemini_Client-stories_UK-conglomerate.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/06\/Capgemini_Client-stories_UK-conglomerate.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/06\/Capgemini_Client-stories_UK-conglomerate.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/06\/Capgemini_Client-stories_UK-conglomerate.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:51% 67%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Client story<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">A UK conglomerate achieves excellence in application services with Capgemini\u2019s ADMnext<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2020\/06\/ADM-UK-conglomerate.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download client story<\/span><span class=\"type\">694 KB pdf<\/span><\/a><\/div><\/div><\/div><div class=\"infoWrapper \"><div class=\"row\"><div class=\"col-md-4\"><span class=\"fieldName\">Client: UK-based conglomerate <\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Region: UK<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Industry: Manufacturing; Hi-tech<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-2\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/news\/client-stories\/a-uk-conglomerate-achieves-excellence-in-application-services-with-capgeminis-admnext\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/news\/client-stories\/a-uk-conglomerate-achieves-excellence-in-application-services-with-capgeminis-admnext\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-8\"><h2 class=\"intro-para-title\">How Capgemini helped deliver dynamic application\u00a0services across five different business lines at\u00a0a UK-based, global conglomerate<\/h2><p class=\"intro-para-content\"><strong>Client Challenges:<\/strong> A global, UK-based conglomerate\u00a0wanted to standardize service delivery across different\u00a0business units, lower service costs, and improve service quality<br><br><strong>Solution:<\/strong> Capgemini worked with the organization to\u00a0deliver comprehensive application services that resulted in\u00a0standardization across business units, substantially\u00a0reduced costs, and increased service levels<br><br><strong>Benefits:<\/strong><\/p><ul class=\"box-list\"><li>80K in savings per year on an annual service request\u00a0spend of 600K<\/li><li>Decreased ticket turnaround time from 5.6 days to 2.4 days<\/li><li>More than 1,100 ticket reductions and over 7,000\u00a0hours of employee time freed up and redeployed to\u00a0other areas<\/li><li>Automation and analytics tools reduced incidents<\/li><\/ul><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section--story-content article-body section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"grid-container\"><div><div class=\"article-text article-quote-text\">\n<h3 class=\"wp-block-heading\" id=\"h-capgemini-helps-deliver-dynamic-application-nbsp-services-across-five-business-different-lines-at-nbsp-a-uk-based-global-conglomerate\">Capgemini helps deliver dynamic application&nbsp;services across five business different lines at&nbsp;a UK-based, global conglomerate<\/h3>\n\n\n\n<p>As a large and diversified group, a UK-based conglomerate was&nbsp;looking for a provider that could deliver standardization across a&nbsp;variety of business units and markets, and also satisfy the demand&nbsp;for localized agility, innovation, and efficiency. Capgemini began by&nbsp;providing application services to the organization\u2019s central Business&nbsp;Information Systems department, which supports all five of their&nbsp;divisions. These include Medical Technology, Security &amp; Defense,&nbsp;General Industry, Energy, and Space &amp; Aerospace, which are spread&nbsp;out across different industries and geographies.<\/p>\n\n\n\n<p>Each of these divisions is subject to different technological,&nbsp;regulatory, and competitive pressures, which were&nbsp;contributing to a number of ongoing challenges. These&nbsp;included: overseeing different versions of SAP and multiple&nbsp;ERP systems, supporting 24-hour business operations, the&nbsp;high cost of raising service requests, and delays in payment&nbsp;processing and delivery of customer invoices.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-on-the-path-to-continuous-nbsp-improvement-with-automation\">On the path to continuous&nbsp;improvement with automation<\/h3>\n\n\n\n<p>To help the business address all of these challenges, the&nbsp;Capgemini delivery team leveraged ADMnext, a full-stack&nbsp;integrated set of solutions for delivering ADM services.&nbsp;Part of ADMnext is the Capgemini Integrated Automation&nbsp;Platform (CIAP), which is a unified suite of automation tools,&nbsp;frameworks, and services. The CIAP was utilized to provide&nbsp;automation solutions and reduce operational costs, while&nbsp;also improving service delivery.<\/p>\n\n\n\n<p>As part of the CIAP offering, Capgemini extensively utilized&nbsp;Smart Analytics tools to analyze existing ticket and incident&nbsp;data and determine which solutions could be automated.&nbsp;Then, using this information, these tools scanned the data&nbsp;and created knowledge objects or templates for faster&nbsp;resolution of similar incidents. Essentially, these tools helped&nbsp;Capgemini identify opportunities for improvement in the&nbsp;client\u2019s current operations.<\/p>\n\n\n\n<p>Next, to reduce the number of tickets being generated,&nbsp;Capgemini fully implemented Eyeshare SAP ABAP scripting&nbsp;and Oracle OEM automation. Capgemini also developed&nbsp;an SAP-based rapid response tool called RaRe, along with&nbsp;UIPath, a Robotic Process Automation tool. Both of these&nbsp;tools led to the identification and initiation of a number of&nbsp;process automation projects, thus improving productivity&nbsp;and reducing the required manual effort. Following this, the&nbsp;Capgemini delivery team also crafted a brand-new Continued&nbsp;Service Improvement Process (CSIP) to help generate,&nbsp;identify, and develop innovative ideas in a systematic and&nbsp;disciplined manner.<\/p>\n\n\n\n<p>These steps drastically reduced the number of tickets and&nbsp;increased the efficiency and stability of multiple processes&nbsp;across each of the client\u2019s five divisions. With more time to&nbsp;dedicate to higher impact work, the organization\u2019s employees&nbsp;were able to add more value. Overall, these initiatives have:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Delivered 80K in savings per year on an annual service&nbsp;request spend of 600K<\/li>\n\n\n\n<li>Decreased ticket turnaround time from 5.6 days to 2.4 days<\/li>\n\n\n\n<li>Increased innovations and reduced the number of tickets&nbsp;by more than 1,100<\/li>\n\n\n\n<li>Over 7,000 work hours freed up and redeployed to&nbsp;other areas<\/li>\n\n\n\n<li>Reduced incidents through the introduction of automation&nbsp;and analytics tools.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-the-road-ahead-with-admnext\">The road ahead with ADMnext<\/h3>\n\n\n\n<p>Capgemini is currently working with the organization to help&nbsp;identify future improvement opportunities throughout its&nbsp;business units. Over the next year, Capgemini intends to&nbsp;bring in more Business Process Automation. Additionally,&nbsp;Capgemini will be leveraging solutions related to Data&nbsp;Analytics, Innovation, and Digitalization over the next few&nbsp;years to contribute tremendously to the client\u2019s future&nbsp;growth.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>How Capgemini helped deliver dynamic application services across five different business lines at a UK-based, global 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