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Rewards and Loyalty Management Solutions Leader Accelerates ITSM Operations with Concierto MANAGE: 45% Faster Time to Market
Executive Summary
This leading Business Process Solutions organization transformed their IT service management operations using Trianz Concierto MANAGE, achieving remarkable operational efficiency and service quality improvements. Facing the challenge of managing disparate ticketing systems and manual processes across 150+ customers with regulatory compliance requirements, they needed an enterprise-grade solution that could deliver unified ITSM capabilities with complete data segregation.
Key Achievements:
- 45% reduction in product development and deployment time
- 99.9% mean uptime with guaranteed SLA
- 1000+ pre-built automation workflows eliminating repetitive manual tasks
- Complete data isolation across 150+ customers through multi-tenant architecture
- Transformed service delivery model from reactive to proactive
Client Overview
Industry:
Business Process Solutions - Rewards and Loyalty Management
Organization Size:
Mid-Market
Transformation Focus:
IT Service Management | Multi-Tenant Operations | Issue Management | Automation | Hybrid Cloud Operations
Concierto Platform:
Manage
Timeline:
Accelerated implementation timeline
This organization is a pioneer in providing business process solutions and specialized in rewards and loyalty management. Since 2005, they have launched, maintained and sustained loyalty reward programs with data-driven customer engagement ecosystem.
Business Challenge
The organization faced significant operational and technical challenges in managing their IT service infrastructure. Key obstacles included:
ITSM Complexity:
No consolidated ticket management systems, disparate incident management tools, lack of standardization across 150+ customers, and inconsistent data views prone to errors.
Workflow Management:
Disparate access requirements for independent tools, operationally complex incident resolution processes, multiple touchpoints increasing time and effort, and manual processes prone to delays.
Service Management:
Need for centralized product backlog management, ability to manage issues from 150+ customers, data segregation for regulatory compliance, and single pane of glass for consolidated ticket visibility.
Automation Needs:
Manual repetitive tasks consuming operational resources, lack of self-service capabilities, and need for intelligent incident assignment and triaging.
The Trianz Solution
Concierto MANAGE + Professional Services
Unified ITSM with Concierto MANAGE:
End-to-end ITSM solution with comprehensive Incident Management and Knowledge base capabilities. Multi-tenancy architecture ensuring data segregation aligned with compliance regulations. Single pane of glass for consolidated ticket visibility across Incidents and Service Requests.
Intelligent Automation:
AI-powered logic for automated incident assignment, triaging and classification. 1000+ pre-built automation workflows for common issue resolution patterns. Self-service portal enabling end-users to log and track issues independently. Automated resolution eliminating manual effort for repeating cases.
Integration and Orchestration:
Integration hub enabling issue creation and resolution using existing email and collaboration tools. Seamless integration with development and operations tools through pre-built connectors. Unified knowledge base accessible across all channels.
Compliance and Governance:
Dashboards defining compliance for issue resolution aligned with SLA definitions. Multi-tenant architecture ensuring complete data isolation for 150+ customers. Role-based access control with granular permissions and comprehensive audit trail.
Hybrid Cloud Operations:
Unified operations across cloud and on-premises environments. Real-time monitoring and performance management with 360° visibility. Automated workflow orchestration across hybrid infrastructure.
Technology Components
Platform:
Concierto MANAGE for ITSM and Hybrid Cloud Operations
Key Capabilities:
Unified incident and service request management with automated workflows, multi-tenant architecture with complete data segregation for 150+ customers, AI-powered automated ticket assignment and intelligent routing, comprehensive knowledge management system, integration hub with 80+ pre-built connectors, SLA management with real-time compliance dashboards, self-service portal with customizable service catalog, and 1000+ pre-built automations.
Integration Points:
Email systems, collaboration tools, development tools, monitoring systems, and cloud platforms.
Measurable Results
| Metric | Achievement |
|---|---|
| Time to Market | 45% reduction in product development and deployment time |
| System Uptime | 99.9% guaranteed SLA mean uptime |
| Customer Management | 150+ customers managed with complete data segregation |
| Pre-built Automations | 1000+ automation workflows for common scenarios |
| Integration Connectors | 80+ pre-built connectors for tools integration |
| Incident Reduction | Reduced P1, P2 infrastructure incidents |
Operational Efficiency
- Faster Time to Market: Reduced product development and deployment time by up to 45% through streamlined workflows and automation
- Unified Solution: Single platform for ITSM eliminated tool sprawl and operational complexity
- Improved Productivity: Consolidated view and automated workflows significantly improved team productivity
Service Quality
- Operational Resilience: Proactive monitoring reduced P1, P2 infrastructure incidents with guaranteed SLA of 99.9% mean uptime
- Better Customer Experience: Faster issue resolution and self-service capabilities improved customer satisfaction
- Consistent Service Delivery: Standardized processes across all 150+ customers
Governance and Compliance
- Enhanced Compliance: Dashboards and automated monitoring ensure real-time adherence to SLA definitions
- Data Segregation: Multi-tenant architecture meets regulatory requirements for customer data isolation
- Audit Readiness: Complete audit trail with immutable logging for all incidents and service requests
Business Impact
- Improved IT Workforce Productivity: Shift to self-service culture reduced workload and enabled better usage of knowledge articles
- Cost Optimization: Reduced operational costs through automation and tool consolidation
- Scalability: Platform supports growth from 150+ customers without proportional resource increase
Transformation Impact
By implementing Concierto MANAGE, this organization successfully transformed their IT service management operations from fragmented, manual processes to a unified, automated platform:
- Centralized Management: Unified ticket management across 150+ customers with complete data segregation
- Automated Resolution: 1000+ pre-built workflows eliminating manual incident resolution tasks
- Regulatory Compliance: Multi-tenant data segregation meeting all compliance requirements
- Seamless Integration: 80+ pre-built connectors enabling integration with existing tools
- AI-Powered Automation: Intelligent workflows automating repetitive tasks
- Self-Service Capabilities: End-user portal reducing operational workload
- Business Results: 45% faster time to market and 99.9% guaranteed uptime
- Operational Excellence: Significant improvements in efficiency and customer satisfaction
Why Trianz Concierto
SaaS & Zero-Code | AI-Powered Automation | Multi-Cloud Ready | ITIL Compliant | SAS 70 & CSA Star Certified
Concierto delivers enterprise-grade security and compliance meeting the highest industry standards, with multi-cloud flexibility across AWS, Azure, GCP, and hybrid environments.
Contact Trianz today to discover how AI-powered automation can accelerate your IT service management transformation.
Learn more at trianz.com/conciertoReady to Transform Your Data Platform?
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