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A Leading Transportation Agency Implements AI/ML to Enable Predictive Analytics

Case Study

A Leading Transportation Agency Implements AI/ML to Enable Predictive Analytics

The solution modernizes forecasting around fare revenues and fleet maintenance.​

Overview

The client is a leading governmental agency providing transportation services to millions of commuters in major cities and provinces. They are responsible for operating the various subway, bus, commuter rail, and other transportation solutions. ​

Challenge

​The client was looking to enable real-time decisions on fleet scheduling and disseminating that information to the public. Additionally, they were looking to modernize their forecasting around fare revenues and fleet maintenance. They also wanted to standardize their AI/ML stack.​

Solution

We were chosen as a partner for our strong credentials in Azure and our relationship with Microsoft. Ness worked closely with Microsoft to design and implement a greenfield Azure ML platform environment. The environment was delivered through Terraform Infrastructure-as-Code components, secured end-to-end with the native Azure service. Ness also created a comprehensive AI Operating Model based on 11 feature lenses and an associated AI Maturity Model.​

Result

The client retired the bespoke AI/ML frameworks and infrastructure, resulting in significant cost savings. Our solution implemented AI/ML-based predictive fare estimation and fleet scheduling and provided 100% improvement in the current maturity level.​

A Leading Equities and Derivatives Firm Re-orchestrates Legacy Workloads on the Cloud to Deliver a Modern Streaming Architecture​

Case Study

A Leading Equities and Derivatives Firm Re-orchestrates Legacy Workloads on the Cloud to Deliver a Modern Streaming Architecture​

The solution delivers a modern cloud-based streaming architecture, resulting in a scalable, high-performance data and computing fabric.​

Overview

The client clears billions of options contracts per year across 16 exchanges and is the world’s largest clearing corporation for listed equities options. The client is the buyer to every seller and the seller to every buyer in the U.S. listed options markets, responsible for maintaining liquidity and the efficient flow of trade in these markets.​

Challenge

​Due to an explosion of volume in the equities market and listed equity derivatives, the client wanted to re-build their market risk and margining platform. The end system was to support new volumes not seen before, offer new reporting and risk-assessment capabilities, and increase transparency and insight for clearing members into exposures via ad-hoc queries and real-time processing.

Solution

Ness was chosen as a partner to transition the client’s Risk and Margining system from a batch-based overnight process to a near-time, event-based system. Ness led the architectural design phase and recommended AWS as an infrastructure solution to scale and deliver. Our solution quickly utilized a computational platform based on Kafka for market and trade data and Flink as a scalable messaging platform that provided a foundation for the client’s needs in the future.​

Result

The new platform leveraged a modern cloud-based streaming architecture resulting in a scalable, high-performance data and computing fabric. It leveraged Infrastructure as Code to allow each developer to spin up and test variable configurations of a Kafka and Flink application in AWS using self-service tools. The platform provided massive and near-perfect scaling to allow “overnight” batches every 20 minutes and the capability to do micro-batches of calculations, calculating intra-day risk. Further, it demonstrated control order, aggregation, and impact on performance.​

A Leading Software Solutions Provider Offers End-to-end Support for their Legacy Revenue-generating Products to Reduce TCO​

Case Study

A Leading Software Solutions Provider Offers End-to-end Support for their Legacy Revenue-generating Products to Reduce TCO​

The solution significantly reduces TCO and improves go-to-market for new product feature releases.​​​

Overview

The client partners with state and local officials (Government Records Management, Justice, Finance & Tax, Unclaimed Property, etc.) to boost revenue, optimize operations, and deepen community trust. ​

Challenge

The client had platforms running on legacy technologies supported by their existing team, making it difficult to retain talent and focus on new product development. They wanted help developing new products and supporting their legacy, revenue-generating products. However, there were significant challenges with handing over the product maintenance and support ownership to a partner, including lack of a documented knowledge base, lack of insight into the SLA commitments to existing customers and the capacity level required to support, and lack of ownership due to multiple vendors and internal teams supporting different platforms and tools. Further, there were multiple handoffs across functions and immature ITSM solutions and processes.​

Solution

Due to Ness’s extensive experience in Sustenance Engineering, the client approached Ness for a long-term partnership. Ness started with a two-month Knowledge Institutionalization exercise to build out a knowledge base (functional and technical) for all the applications. We then identified the application gaps, conducted an incident analysis to identify common patterns and issues, and measured the MTTR (the time to respond and fix). Ness also benchmarked this against industry KPIs, reviewed the existing ITSM tools and processes, and recommended a target-state blueprint to modernize operations. We captured the time coverage (24×7, 16×5, etc.) and the local state-specific requirements, which allowed us to define the target-state sustenance operating model, including SLAs.​

Central to the new operating model was Ness’s Intelligent Engineering Sustenance Centre (IESC), which supports service delivery at scale with a culture of ownership and accountability. The IESC also brings efficiency through automation of processes, usage of ITSM tools, and AIOps. ​

Result

Ness delivered a 100% knowledge base for 38+ products in two months and integrated and consolidated ITSM tools and processes. Their solution achieved close to ~40% reduction in TCO and 20% reduction in the production tickets, YoY, and attained a 20% improvement in go-to-market for new feature releases for new products.​

A Public Sector ISV Modernizes Customer Experience to Drive Sales​

Case Study

A Public Sector ISV Modernizes Customer Experience to Drive Sales​

The solution delivers a modern user experience without changing the underlying legacy architecture.​

Overview

The client is a leading provider of software solutions to Federal and State governments. 90% of federal courts in the United States use their jury management solution. ​

Challenge

The client wanted to refresh the experience layer to deliver a modern experience (responsive design) and comply with the Americans with Disabilities Act (ADA). The current system had an outdated front end, making it harder for the sales teams to sell the product.

Solution

We applied our Connected Framework. It started with the discovery phase, during which Ness and the client understood the scope of the project, usage context, user compliance needs, and who the business stakeholders are, followed by an envision phase, where we mapped the insights to create a tangible prototype, which was refined based on user feedback, engineering the final front end.​

Result

Rather than delivering a tactical solution, the Ness team delivered a modern reusable visual identity. This approach solved compliance mandates with little to no changes to the legacy layer. With a modern user experience, the solution helped the sales teams position a modern solution.​

An NYC-based Hedge Fund Delivers a Better Data Experience to Drive Up Adoption​

Case Study

An NYC-based Hedge Fund Delivers a Better Data Experience to Drive Up Adoption​

The solution delivers a self-serve experience where non-technical users can submit complex data sets without the intervention of IT.​

Overview

The client provides investment strategies based on data science to end users’ data. Portfolio managers and trading groups have custom data set needs that require a flexible and usable self-serve platform for non-technical users. ​

Challenge

The client wanted to create a self-serve platform through which end users could submit large data sets. These data sets would run against the client’s proprietary algorithms and recommend investment strategies. The challenge was creating an intuitive interface to drive adoption and deliver on self service.​

Solution

The Ness team identified digital touchpoints that end users could use to interface with the client’s systems. The team developed a front-end interface based on user research and feedback, and end users could then submit custom data sets without needing any support.​

Result

Our solution increased the system adoption from 2% to 90%. The client delivered a full self-service solution that reduced customer queries.​

A Leading Provider of Industrial Infrastructure Unifies CX to Drive Up Sales​

Case Study

A Leading Provider of Industrial Infrastructure Unifies CX to Drive Up Sales​

The solution delivers a unified customer experience across ecommerce, account management, and telemetry dashboards.​​

Overview

The client is a leading industrial equipment manufacturer. Underpinning the client’s growth has been acquisitions in related and competing products.​

Challenge

The client wanted to extend their market share through the cross-selling of product and service opportunities. Their goal was to unify the customer experience journey across multiple platforms. ​

Solution

The Ness team started by creating a customer journey map and captured the digital touchpoints and interactions at each stage. The team designed a new UI to bring together the e-commerce journey and inventory and telemetry data to provide the end-user with a seamless and unified experience.​

Result

The client experienced a 20% increase in service part and warranty sales and a unified end-user experience.​

A Leading Provider of Credit Ratings and Market Insight Migrates to Salesforce to Eliminate Redundant Data​

Case Study

A Leading Provider of Credit Ratings and Market Insight Migrates to Salesforce to Eliminate Redundant Data​

The solution improves security, increases ease of use, and reduces administrative costs.​

Overview

The client is a leading provider of credit ratings, benchmarks, analytics, and workflow solutions in the global capital, commodity, and automotive markets. Their offerings help many of the world’s leading organizations navigate the economic landscape to gain a competitive edge in the market.​

Challenge

The client wanted to migrate the Platts business from Oracle on Demand (OOD) to the Salesforce CRM instance. They were looking to streamline the processes for deduplicating leads that eliminate redundant copies of data to ensure the retention of unique leads in the system. Further, they wanted to integrate the application for electronic signatures.​

Solution

Ness’s solution enabled the business processes, including Marketing, Sales, and Support (Service) lines of business. Ness established the rules for business needs for standardization, de-duplication, and cleansing of the customer records in Salesforce. We also implemented lead management that uses Eloqua for campaign execution and enforced lead nurturing, pushed to Salesforce via an integration process. The solution integrated Salesforce with Contract Management System called SpringCM, which empowered the sales teams to manage and automate the end-to-end contracts management process, contract generation, and approval review. It sets alerts for future contract renewal, expirations, and other milestones and is perfect for e-signatures that enable the client to execute or sign from the desk. Further, Ness enforced SSO for users to log in to Salesforce to eliminate security issues.​

Result

The client eliminated close to 100K duplicate records based on the defined business rules and automated deduplication process to run anytime without manual intervention. The contract management helped close the contracts 75% faster and accelerate sales productivity by automating the contract management workflows. The SSO improved security, increased ease of use, and reduced administrative costs. The simplified lead nurturing helped identify precisely where to invest time and resources to maximize ROI by integrating Eloqua with Salesforce. Further, the new system, Order to Cash, was merged into the same Salesforce system.​

A Leading Integrated Provider of Digital and Physical Supply Chain Solutions Implements a Quoting Solution to Reduce Turnaround Time​

Case Study

A Leading Integrated Provider of Digital and Physical Supply Chain Solutions Implements a Quoting Solution to Reduce Turnaround Time​

The solution significantly reduces the time to quote and improves annual savings.​

Overview

The client is an integrated provider of digital and physical supply chain solutions to many of the world’s leading brands across a diverse range of industries, including consumer electronics, telecommunications, computing and storage, software and content, consumer packaged goods, medical devices, retail and luxury, and connected devices. ​

Challenge

The average time to quote an opportunity was over nine months and required numerous touchpoints for the different business units. The approval chains managed offline in spreadsheets were prone to errors and had little version control competence. Moreover, the errors in the quoting process cost the company millions of dollars and in some cases, left the company unprepared to fulfill their promise of service.​

Solution

The client required a quoting solution with many checks and balances and the ability for multiple stakeholders to interact in the process. Output documents went far beyond a simple quote and were used to measure revenue forecasting and delivery. Ness’s solution used Sales Cloud to manage the opportunity flow with Salesforce CPQ for quoting and CPQ+ functionality for advanced approvals tied to output document creation and version control. It allowed quote cloning and renewal management to reduce the time for quote creation and introduced revenue recognition capability in line with ASC 606 and IFRS standards. Further, the solution provided for downstream servicing of clients via assets and entitlements.​

Result

Ness’s quoting solution decreased the time to quote by 50% and reduced errors in quoting with approval chains. It enabled revenue recognition compliance and a no-code environment for ease in administration and provided better visibility into fulfillment. With service levels tied to entitlements, the solution improved annual savings by 20–30% through accuracy in quoting.​

A Leading Transportation Agency Automates Testing to Gain Speed, Efficiency, and Quality, and Reduce TCO ​

Case Study

A Leading Transportation Agency Automates Testing to Gain Speed, Efficiency, and Quality, and Reduce TCO ​

The solution significantly improves speed and quality of testing efforts.​​​​

Overview

The client is a Crown agency of the Government of Ontario, with a transit system that improves the coordination and integration of all modes of transportation in the Greater Toronto and Hamilton areas.​​

Challenge

The client was expending significant effort to maintain quality across their 85+ business-critical platforms, ultimately impacting their time to market. The platform upgrade cycles, which happened 4 to 6 times per year, were becoming a burden to the business and the users, compounded by multiple non-integrated tools that lacked testing traceability.​

Solution

The client partnered with Ness to create two workstreams. The first workstream focused on strategy, starting with benchmarking the current test automation practices by leveraging Ness’s Intelligent Engineering Maturity Model. The output was a strategy blueprint of the target-state test automation platform with a roadmap for their 85+ applications. The second workstream focused on execution. It comprised multiple PODs that enabled automation test execution using Azure DevOps, BrowserStack, Selenium, Worksoft, etc., to achieve 85%+ automation of regression suite for applications, such as Oracle, Salesforce, custom apps, and legal technology platforms.​

Result

The client achieved significant improvements in speed and quality of testing efforts. Embracing automation resulted in an 80% improvement in time to market, a 70% reduction in operational costs, and a 15% to 90% increase in platform test coverage. Further, it also reduced the test efforts per cycle from 112 to 20 person-days and compression test cycle time from 16 to 2 calendar days.​

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