A case study of how we have delivered value again and again to a global manufacturing giant
A global electronics manufacturer serves customers across many industries—including automotive, aerospace, industrial equipment, consumer electronics, and energy—and has been a CAI client since 1985. Over the past thirty years, we became their dedicated digital services provider, providing fixed-price development, managed services, and ITIL-based support services.
Governance and full transparency into all aspects of our service are the hallmarks of our partnership with this client, and a critical factor for a successful business relationship. Over the course of this long partnership, CAI has been involved with building or supporting many of their critical business and manufacturing technology systems.
A strategic partnership built on flexibility and value
In the early years of the relationship, CAI took on a largely managed service agreement with this client. Part of our winning proposal was a pledge to reduce cost through process, metrics, and efficiencies while maintaining a constant service-level agreement (SLA). Our specific goal was a 30% decrease in cost over the first two years of the contract while maintaining the same SLA. Four years later, we moved to a global delivery model, resulting in additional savings.
CAI then expanded into other technical and business areas. We began assisting with the client’s web development, Oracle development engineering systems, project management, business analysis, and maintenance for multiple applications. As the level of collaboration and trust grew, so did the scope of our work. CAI was positioned to continue to take on additional application maintenance and support due to the increased institutional knowledge gained over the course of the relationship.
The client awarded CAI an additional global contract, which replaced other suppliers. The contract bundled several previously existing support contracts with additional system support under one fixed price, performance-based contract. The client’s goals for this new engagement were service level-based application maintenance and support plus fixed price, deliverables-based project work. Their top concern was a steady-state budget and the assurance of service levels.
CAI became responsible for the client’s application maintenance and support —which included application modernization and rationalization, call support, incident resolution, and enhancements.
Assuring continuous improvement and productivity with the right technology
CAI continually seeks other areas for innovation and improvement at the client and delivers out-of-the-box ideas to make them possible. Recently, this company was already utilizing data-driven analytics in their business operations, but their existing platforms were disparate. This meant the visibility of data was limited. They needed a scalable, unified data analytics platform.
CAI helped design and developed custom dashboards within an end-to-end cloud data analytics platform that utilized self-service reporting, a centralized and fully managed data warehouse in the cloud, and infrastructure with scalable computing capacity. Some of these newly developed dashboards included information about recurring sales, retainment of sales, and sales trends, as well as manufacturing data.
The new digital ecosystem enhanced the quality and visibility of the data collected, helping the company gain the benefits of enhanced business intelligence reporting without the burden of ad-hoc data management. The ongoing development of custom dashboards increases transparency in reporting and delivers valuable financial, sales, and manufacturing information to business units.
A dedicated partnership
These ongoing projects improve operational efficiency and predictive self-service capabilities for the client’s entire user community. The results of the application rationalization process enabled the company’s business leaders to identify key factors to optimize productivity and enhance sales and profitability.
CAI continues to identify areas of improvement and operational efficiency together with the client. The client values CAI’s commitment to do what is right for the long term for their company and their clients.