HCL Domino Success Story: Scaling IT Efficiency
What we achieved
-
From 150:1 to 10,000:1
transactions-per-FTE ratio
-
Zero-Admin
process conduit self-serve & automation achieved
-
Nimble, flexible service delivery
100,000 users; 20,000 self-serve & automated transactions per month
To who
-
Industry Technology
-
Products: HCL Domino
-
Region Global
Overview
-
Part 1
Challenge
A growing global tech company needed to scale its IT Request Management. Manual processes couldn't scale with growth, and clients demanded a web-based, self-service solution.
-
Part 2
Solution
Using HCL Domino, they built a flexible, modular web platform. This "toolbox" approach allowed for rapid client configuration without custom coding for each implementation.
-
Part 3
Results
The new system dramatically increased operational efficiency. It reduced manual effort, lowered costs, and enabled the company to outperform larger, more expensive ITSM platforms.
The Challenge
Managing IT service requests for enterprise clients is a high-stakes balancing act. You need speed, accuracy, and the ability to handle massive volume without hiring an army of support staff. For one leading international technology and telecommunications provider, this challenge was the catalyst for a remarkable transformation.
Starting as a small IT outsourcing firm, this company grew through mergers and acquisitions into a global powerhouse. Today, a specialized team within the organization supports approximately 750 enterprise clients, ranging from medium businesses to government entities. Their secret weapon? A custom-built Request Management product powered by HCL Domino.
This company moved from manual email processing to a highly automated web interface, achieving operational efficiency that rivals major "big-box" ITSM platforms.
Growing pains and the need for self-service
The company's Request Management operations were rudimentary. They relied on email with attached forms, eventually moving to a structured database and basic digital forms. However, as their client base grew from four enterprise customers to hundreds, manual processes became a bottleneck.
Their largest clients eventually demanded a significant shift. They needed a web-based interface with self-service catalogues and business process management automation. The team faced a critical decision: How do you build a system that meets complex, unique client needs without drowning in development debt?
The team needed a solution that avoided the trap of "customization." In the IT world, building a bespoke solution for every new client is a recipe for disaster. It scales poorly and makes maintenance a nightmare. They needed a platform that allowed for flexibility and rapid deployment without reinventing the wheel for every customer implementation.
Our product now competes with and outperforms most big-box solutions based on nimble flexibility. The IP we’ve created and the operational efficiency we’ve matured are what make the solution successful. Domino has certainly been key in that enablement.
- Senior Manager
The Solution
A "toolbox" built on HCL Domino
The company chose to double down on their incumbent platform, HCL Domino, to build a robust web interface from scratch.
Their strategy was unique. Instead of building rigid applications, they treated their development process as a way to create "tools in the toolbox." They focused on scalability by building modular functions that could be easily enabled or disabled for different clients. This approach allowed them to configure the system for new customers rather than customizing the code every time.
"Our solution was to build from scratch, in a very demand-driven evolution," explains the Senior Manager of IT Operations. "We focused on scalability... thus avoiding customization per client implementation."
This "no-code" configuration environment empowered Tier 2 support staff to handle service content configuration and “deploy on demand” product launches. They could deploy complex processes rapidly without needing deep developer intervention for every change. This flexibility turned their Request Management service into a nimble, "niche" product that operates efficiently alongside the company's broader, standard ITSM platforms.
The Results
Massive gains in operational efficiency
The impact of sticking with HCL Domino has been quantifiable and staggering. The most impressive metric is the productivity of their full-time equivalents (FTEs).
Key outcomes:
- Explosive productivity growth: In the early days, the team averaged about 150 transactions per FTE per month. Today, that number has skyrocketed to over 10,000 transactions per FTE; only engaging in approx 1-3% of transactions.
- Zero-touch automation: For some clients and processes, the system requires minimal administrative or support labor. It operates as a 100% self-serve, automated loop.
- Cost effectiveness: The low platform cost of Domino, combined with the absence of per-user or per-transaction fees, provides a significant competitive advantage over expensive "big-box" solutions.
The platform's flexibility allows the team to compete with major market leaders. They can implement solutions quickly, support unique and complex processes, and do so without incurring significant development costs.
"Our product now competes with and outperforms most big-box solutions based on nimble flexibility," the Senior Manager notes. "The IP we’ve created, and the operational efficiency we’ve matured, is what makes the solution successful. Domino has certainly been key in that enablement."
In an industry obsessed with the "next big thing," this global technology provider proved that the right platform, used intelligently, delivers the best results. By leveraging HCL Domino, they built a service that is cost-effective, incredibly scalable, and resistant to the toil that plagues many enterprise software deployments.
Looking forward, the team is not resting on these efficiency gains. Their roadmap includes a cloud native evolution and the integration of AI to further enhance user experience and operational management. They remain focused on engineering productivity, ensuring their "legacy" tool continues to outperform modern competitors in the digital economy.
About the company
This global communications and technology company delivers telecommunications, digital solutions, and customer experience services to businesses and consumers worldwide. Their top focuses are on innovation, secure connectivity, and digital transformation to improve operations and deliver better digital experiences for their customers.
Share on
Related Capabilities
Business & Industry Applications
Robust business applications designed to set a new benchmark in organizational efficiency. Encompassing marketing, e-commerce, value chain, and behavioral insights.
Learn more
AI and Intelligent Operations
AI and automation combined with simplicity, security and ease of use — empowering you to make informed decisions, predict market trends and enhance agility and efficiency to an unprecedented degree.
Learn more
Total Experience
TX software that interconnects the best to solve the most complex challenges organizations face, incorporating customer experience (CX), employee experience (EX), user experience (UX) and multi-experience (MX).
Learn more
Data and Analytics
The tools you need to distill complex data into clear, actionable insights — to predict outcomes, profile customers, optimize operations and identify new opportunities through data patterns and market analysis.
Learn more
Cybersecurity
Vulnerability detection, mitigation and remediation solutions that deliver secure DevOps and compliance from application to endpoint.
Learn more
Sovereign Collaboration
Sovereign Collaboration software strategically prioritizes autonomy over data. We understand the importance of sensitive information and have designed secure, flexible solutions to protect it.
Learn more