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LTI’s OTT Framework enables AI-driven JD Edwards Support & Automation for Global CPG Major

Breakaway Business Outcomes

  • Average SLA Improvement by 10%
  • MTTR reduction by 24%
  • Automation & Process Improvements leading to overall ticket reduction by 10% in 6 months
  • Proactive Problem Management leading to 9% reduction in incidents
  • Improved Knowledge repository with BOT for user enablement
  • RPA for Dispatching and Surface Testing of L1 tickets
  • 100% backlog clearance
  • Proactive and Predictive monitoring due to which 50% P2s are avoided

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A Global Pharmaceutical & CPG Manufacturer, that develops medical devices, pharmaceutical and consumer packaged goods was looking to reduce their support cost and increase operational efficiency. This global enterprise had multiple JD Edwards instances on various versions. There was no standard process for operations and very limited documentation leading to manual-intensive support activities. This led to reduced operational efficiency for end-to-end processes with multiple third-party interfaces.

Also, the CPG major was using SQL extensively to correct errors as no front-end error rectification policy was in place.

At this time, LTI stepped in with its Next-Gen AMS and JD Edwards solutions to help this enterprise solve all the critical challenges. LTI took over ERP AMS support of 94 applications covering mainly JD Edwards with 8000+ Users, 49 bolt-on instances, 4 JD Edwards instances & 50+ peripheral systems. LTI’s expert team implemented their proprietary JD Edwards Chatbot, leveraging KEDB to eliminate incidents.

To build a comprehensive service Improvement plan to increase operational efficiency of this enterprise, LTI developed batch applications to eliminate SQL runs on database (58% reduction in SQL) and introduced automation at different levels of Database monitoring, queue monitoring, SOX reporting, Package deployment, user support, etc.

The global CPG giant could leapfrog its digital transformation goal by improving its core operations – by digitizing the core.