Elevating user experience across 90 countries with a single platform
Tech Mahindra, part of the Mahindra Group, is a leading global provider of digital transformation, consulting, and business reengineering services and solutions. Headquartered in Pune, India, the USD6 billion company has 150,000 employees in 90 countries, and ranks top in the Forbes Global Digital 100 survey of 550 organizations in Asia. It currently serves more than 1,100 clients across the globe.
“At Tech Mahindra we live by the philosophy of ‘connected world, connected experiences’,” says Rajesh Deshpande, Head – End User Services Transformation, at Tech Mahindra Ltd. “Our vision is to deliver seamless and integrated experiences across digital, physical, and convergent dimensions.”
Enabling teams to work from anywhere using any device is one such initiative. Tech Mahindra had been using the on-premises model of a leading market tool for its ITSM requirements; but associates found it difficult to navigate and select workflows to meet specific requirements.
Limited options to connect with other applications also resulted in manual work. The company saw the need for a consolidated, comprehensive, and scalable solution to meet evolving business requirements covering multiple support services including IT operations and asset management.
“A key challenge that all organizations continue to face is a highly diverse product landscape with a high number of legacy applications,” explains Pallavi Katiyar, CIO of Tech Mahindra. “The business process complexity and cost implications also make it difficult for organizations to replace these applications overnight.”
Using ServiceNow IT Service Management ITSM, the company created a single, secure platform that provides a simple, reliable, and unified experience for end users with an easy-to-use interface.
Today, Tech Mahindra has deployed the ServiceNow AI Platform globally for multiple business functions including IT, HR, Finance, Corporate Services, Information Security Group and over 100,000 service cases are logged via the ServiceNow AI Platform each month.
“We have gained significant cost benefits and 25% of our first-level support effort has been optimized as a result of the enhanced automation, self-service, and AI capabilities that ServiceNow offers,” says Pallavi.
The ServiceNow AI Platform’s powerful features and intuitive interface elevate user experience, delivering all updates related to service requests in a single employee portal window. The ServiceNow AI Platform also stores all interaction data related to services, enabling it to be accessed quickly and easily for presentation in compliance audit reports.
With the AI and agentic AI adoption, Tech Mahindra is also seeing a huge promise of driving accelerated resolution time and elevated user experience.
“I'm excited about the benefit that my team will get as they embrace AI and agentic AI in their day-to-day work,” says Pallavi. With the agentic AI capabilities of the ServiceNow AI Platform, for example, support engineers can generate case summaries and resolution notes at the click of a button.
Even the early results of the company’s journey with ServiceNow are clear. “ServiceNow has helped us with cost optimization through the platform’s automation, self-service, and AI capabilities,” summarizes Pallavi. “And we are seeing huge organization productivity improvements because of platform features like the virtual bot, streamlined workflows, improved visibility, and better alignment with the business goals.”
While Tech Mahindra is still on its journey to achieve the ServiceNow AI Platform’s full potential, it is already benefiting from it—so much so that the business also offers ServiceNow as a platform solution to its own customers.
“ServiceNow aligns with our digital transformation journey,” says Rajesh. “It will continue to be an end-to-end partner of choice.”