Founded in 1980, our client is a leader in the financial services industry, specializing in retirement, education, and health savings plans. Serving over 15 million people across the United States, this organization is the largest independent provider of retirement and college savings services in the nation, managing assets exceeding $748 billion.

The client faced significant challenges due to multiple acquisitions, necessitating a comprehensive data migration strategy to consolidate data into a centralized database. The absence of streamlined processes and a unified source of truth escalated operational costs and complexity. The fragmented infrastructure monitoring system hindered the ability to maintain a holistic view of operations, and poor coordination among support teams negatively impacted customer experience. Additionally, the lack of a centralized knowledge base and a shortage of skilled technical resources further complicated service delivery.

Airo embarked on a multi-year digital transformation journey with the client to enhance operational efficiency and elevate customer experiences. To address service management and operational challenges, Airo developed a comprehensive service management roadmap aligned with the client’s business priorities.

Key Initiatives:

1. Infrastructure Optimization:
   • Identified and remediated gaps in the patching process.
   • Transitioned part of the client’s infrastructure from Citrix to Azure Cloud.
   • Implemented end-to-end operations, including Level 1, Level 2, and Level 3 support across various service towers and the service management office.
2. Service Management Enhancement:
   • Deployed an AI-enabled IT service and asset management platform in collaboration with SummitAI.
   • Integrated existing HR platforms, enterprise monitoring, and SIEM solutions with the new service management platform.
   • Established an automation-driven Integrated Operations Center (IOC), covering service delivery, batch support, Network Operations (NOC), and Security Operations (SOC).
3. Customer Experience Improvement:
   • Adopted standard methodologies and best practices to optimize the service delivery model.
   • Transitioned to an advanced IT Service Management (ITSM) solution deployed on the cloud.
   • Integrated ITSM tools with business-enabling functions and created a centralized knowledge base within the ITSM tool to ensure consistent service levels.
   • Implemented 24/7 real-time SIEM monitoring for immediate incident response.

By partnering with Airo, the client significantly enhanced the quality of service delivery and reduced the costs associated with designing, implementing, and managing services. Resource utilization, including staff, tools, and budget, improved markedly.

Notable Achievements:

• Achieved a 53% reduction in operational expenditures (Opex) through AI-driven service management coupled with automation and orchestration.
• Leveraged automation, AI/ML technologies, and ITIL processes to reduce ticket volumes by 46%.
• Enhanced customer experience and operational efficiency, establishing a robust and scalable service management framework.

Through its partnership with Airo, the leading US financial services firm successfully navigated the complexities of digital transformation in managed cloud services. The collaborative efforts resulted in significant cost savings, enhanced service delivery, and an improved customer experience, positioning the client as a model of efficiency and innovation in the financial services industry.