Nestle leverages SAP Configuration Manager Digital Worker to configure SAP Objects automatically

Nestlé S.A. is a Swiss multinational food and drink processing conglomerate corporation headquartered in Vevey, Vaud, Switzerland. It is the largest food company in the world, measured by revenue and other metrics, since 2014.
Nestle manages a large and complex SAP landscape spread across multiple geographies. Managing large volume of configuration requests across various functional areas require significant manual effort in validating the data, configuring and setup the data into SAP backends.
SAP Configuration Manager is implemented in Nestle, which automates the workflow of request and change management process in ServiceNow, Transport creation in Solution Manager, configuration data collection, data validation, configuration data setup and Transport release in 4 Functional areas; Customer Support (CS), Transport Management (TM), Financial Control Ledger (FCL) and Merger & Acquisition(M&A).
SAP Configuration Manager is also planned for other functional areas like Warehouse Management (WHM) and Technical & Production (T&P).
Citizen Development Model (CDM) has been leveraged in FCL (Financial Control & Ledger) business unit to implement 250+ objects configuration automation. SAP Configuration Manager will automate the object configuration process for 400+ objects in the upcoming release for the Customer Support (CS).

SAP Configuration Manager Digital Worker accelerating SAP S4/HANA Global Rollout in PepsiCo

PepsiCo, Inc. is an American multinational food, snack, and beverage corporation headquartered in Harrison, New York.
PepsiCo manages a large and complex SAP landscape spread across multiple geographies. Managing large volume of configuration request as a part of global rollout across various functional areas require a significant manual effort in collecting the configuration template, validating the data, configuring and setup the data into SAP S/4HANA system.
SAP Configuration Manager is implemented in PepsiCo environment for SAP S4/HANA rollout of PepsiCo SSA market (Sub-Saharan Africa consisting of 4 countries) for the following objects.
  1. Company Code
  2. Plant
  3. Storage Location
  4. Sales Org
  5. Purchase Org
PepsiCo Shark Tank Board recognized SAP Configuration Manager Digital Worker as the top innovation idea in their first Shark Tank 1 lakh challenge.

Digital PMO automating Project Invoicing and Financial Tracking Process in National Grid

THEVIEW automated the complex process of gathering data from multiple discrete sources and 7+ source files to calculate the Revenue, Cost, GP for 100+ projects in minutes.  
National Grid is a British multinational electricity and gas utility company headquartered in London, England. Its principal activities are in the United Kingdom, where it owns and operates electricity and natural gas transmission networks, and in the Northeastern United States, where as well as operating transmission networks, the company produces and supplies electricity and gas, providing both to customers in New York, Massachusetts, and Rhode Island.
The Digital PMO is named as “THEVIEW”. THEVIEW can generate a report that will allow the National Grid management team to view the revenue, accruals and cost for any given quarter on-demand. 
  • THEVIEW helps to get MTD/QTD overview of revenue/cost/GP% for all sub projects / employee on-demand.
  • It automates the complex assembly process of gathering data from multiple backend systems (Percolator , BI Central , FiDi etc.) for 100 projects to calculate the Revenue , Cost and GP for each Employee/Project.
  • The automated process helps to eliminate human errors thereby reduces the verification time.
  • The completed THEVIEW summarized report is sent to DPEs, account executives.

SAP Admin & Security Manager Digital Worker automated SAP Environment Monitoring, Administration and Security Management Tasks

Pitney Bowes is a certified "work-share partner" of the United States Postal Service and helps the agency sort and process 15 billion pieces of mail annually.
Digital Worker team collaborated with Ansible COE to automate 13 use cases for different SAP transaction codes monitoring across 7 SAP production instances.
Digital Worker has enabled a proactive approach for detecting system issues.
This implementation has helped in significant reduction in ticket volume and zero system downtime through proactive monitoring and remediation.

Nestle leverages SAP Interface Manager Digital Worker for faster warehouse transfer process in Extended Warehouse Management (EWM)

Nestlé S.A. is a Swiss multinational food and drink processing conglomerate corporation headquartered in Vevey, Vaud, Switzerland. It is the largest food company in the world, measured by revenue and other metrics, since 2014.
Nestle manages a large and complex SAP landscape spread across multiple geography. Nestle SAP support teams were facing 2 main challenges which contributed towards loss of productivity and additional support overheads.
  • Detecting the IDoc failures across 10+ SAP backends
  • Interaction and follow-up with Plant SMEs to resolve the IDoc failures
Nestle adopted SAP Interface Monitor which brings unified monitoring console for 10 SAP backend servers distributed across continents. This solution monitors, analyzes and remediates IDoc failures 24x7, perform automated follow-ups with Plant SMEs to resolve the failures.
Interface Monitor is implemented in Extended Warehouse Management (EWM) and planned across other functional areas like Warehouse Management (WM), Transportation Management (TM).

SAP BW Process Chain Monitor Digital Worker implemented ZERO-Touch automation to monitor and remediate SAP BW Process Chain failures

OMV is an Austrian multinational integrated oil, gas and petrochemical company which is headquartered in Vienna, Austria. In the 2020 Forbes Global 2000, OMV Group was ranked as the 441st -largest public company in the world. The IBM OMV account has adopted automation through SAP BW Process Chain Digital Worker.
SAP BW Process Chain Monitor Digital Worker is solutioned in OMV, to automate the monitoring & remediation of BW Process Chains failures without SME involvement. This has been configured to trigger all the remediation automatically without any human interaction. The SAP BW Process Chain Monitor Digital Worker is pioneering the End-to-End Zero-Touch automation for Process Chain Monitoring in the account.
The solution was successfully implemented integrating with AWS Cloud for Juniper account, and now the same solution is being integrated with Microsoft Azure for OMV, indicating its capability to support the multi-cloud platform integration.

Faster reconciliation process with increased data accuracy

Truist Financial Corporation is a US based bank with headquarter in Charlotte, NC. It is one of the largest bank with USD 509 billion in assets; and offers consumer and commercial banking, securities brokerage, asset management and mortgage, and insurance product and services. Truist Insurance Holdings is the seventh largest insurance broker in the world with USD 2.27 billion in annual revenue.
PM and PMO activities for the large account with more than 200 resources have been effort centric and critical. Labor reconciliation between ILC and Clarity is one of those activities, that needs more than 100 hours of manual labour per month.
Digital PMO Digital Worker will automate the labor reconciliation process and is planned to save 1100 precious hours of effort annually.
DPMO generated invoices can be leveraged to plug revenue leakage and avoid discrepancy in labor data.
  • $24 K savings in annually
  • Faster reconciliation process with increased data accuracy
  • Reduction in process wait time , from 25 hours to 3 minutes per week
  • Lesser manual dependency means greater risk optimization

Reduction in manual intervention for labor reconciliation through Digital PMO

Abercrombie & Fitch (A&F) is an American lifestyle retailer that focuses on casual wear. Its headquarters are in New Albany, Ohio. The company operates three other offshoot brands: Abercrombie Kids, Hollister Co., and Gilly Hicks. As of February 2020, the company operated 854 stores across all brands.
Digital PMO will help the account with the reconciliation of ILC and account timesheet automatically in minutes
  • The current manual process involves cumbersome process of reconciliation between the ILC timesheet and client timesheet. Digital PMO takes ILC dump and client timesheet dump as input files and generates a detailed report in minutes and shared to the stakeholders.
  • Also, there is process to identify the incorrect billings for the resources on weekly basis so that there is no revenue leakages.
  • DPMO provides user interface to run the report as On- demand or scheduled.
  • Provide email alert to those resource who have discrepancy in their ILC vs ANF hours , Bill code, Work Items.
  • Provide hours , Bill code , Work item discrepancy for last four consecutive weeks in an excel format.
  • Also provide list of resources who claimed in GN0035 activity code , missed their ILC /ANF hours for last four consecutive weeks in an excel format.
  • Also provide the list of resource who claimed ILC/ANF hours who are not in the account/ inactive in last four weeks in an excel format.

Digital PMO reduces invoice creation time from 2-4 days to 30 mins at National Grid USA

National Grid plc is a British multinational electricity and gas utility company headquartered in London, England. Its principal activities are in the United Kingdom, where it owns and operates electricity and natural gas transmission networks, and in the Northeastern United States, where as well as operating transmission networks, the company produces and supplies electricity and gas, providing both to customers in New York, Massachusetts, and Rhode Island.
Digital PMO will help the account with automated Invoice generation for 100+ projects in minutes.
  • The current manual invoice generation process involves very cumbersome activities of getting the data and updating a template for 100+ projects, which takes 2-4+ days to complete every month.
  • This activity takes up 1800 hrs annually for Offshore PMOs
  • Being a very important process, the manual activity requires stringent verification process before sending to the client. This consumes a lot of effort as there are 100+ projects.
  • Digital PMO will automate the end to end process by updating the templates based on BI Central dump for the 100 projects and upload in Box in minutes. The automated process will also help eliminate any manual errors thereby reduce the verification time.
  • The completed invoices, post review, can be sent to client for processing.

Juniper Pilots SAP BW Process Chain Monitor Digital Worker for 800+ process chains

Juniper Networks, Inc. is an American multinational company based out of Sunnyvale, California. The company focuses on design, development and marketing of IT networking products such as routers, switches, network management software etc. Juniper is overall the third largest market-share holder for routers and switches used by ISPs
Juniper has 60+ main process chains along with 100+ sub-chains which were monitored 24x7. In case of any failure, support specialist needs to manually log a ticket in ServiceNow, Analyze the issue, take required actions and update the ServiceNow incident status as appropriate.
DW solution has been deployed to automate 24x7 monitoring of BW process chains, perform intelligent failure analysis and auto-remediate failures. It creates ServiceNow tickets for process chain failures or when process chain takes longer execution time than a pre-defined threshold value. A central dashboard displays real time status of process chains failures and remediations. An interface is provided to trigger the remediation of process chain failures from the Dashboard.
Automating the BW Process Chain Monitoring has saved significant manual effort. Moreover early & efficient detection of issues by Digital Worker has a huge positive business impact to the account.
51k+
User accounts creation /updation Annually

Data Loader Digital Worker has been successfully deployed for Brother

Data Loader digital worker is automatically creating and updating user accounts in SAP Cloud for Customer(C4C) system for Brother Account using cloud hosted API solution.
The implemented Digital Worker – Data Loader covers skills as mentioned:
  • With 3 easy steps, The Data Loader solution fetches the master data file from Jira tickets, converts master data files from business into pre-defined data validation templates, executes data validation steps, generates data validation reports, and uploads load-ready files to the SAP C4C system at Lighting Fast speed.
This Digital Worker leverages SAAS offering hosted by service essential (Automata orchestrator, BFF, scheduler) for API calls to SAP C4C system.
21K+ Invoices 20+ Formats
 

Dispute Manager – Digital Worker

Dispute Manager is a Digital Worker which augments the skills of a human in processing invoice disputes. It collects and digitizes disputes with relevant supporting documents, identifies missing data, validates dispute cases, performs dispute approval/rejection or need based escalation, and processes the dispute before finally completing/closing a dispute case.
The Digital Worker collaborates with a human for critical decision making, enabling the human counterpart to interact with it via a human in the loop (HITL) interface. It provides a unified dashboard for real time monitoring of the dispute management process, and utilizes data collected throughout the process to generate reports and KPIs.
  • As part of pilot implementation for Crossmark account, 20+ invoice formats were digitized successfully for 3 of their customers (Kroger, Albertsons, Supervalu) with accuracy close to 100%. The OCR solution comprises of inhouse built python solution and BACA tool that digitizes invoice documents in native pdfs and scanned formats.
750 hrs
Reduction of Application Developer’s effort annually

Job Monitor for Queue Depth Monitoring

American Electric Power (AEP) ranks among the nation's largest generators of electricity, owning nearly 38,000 megawatts of generating capacity in the U.S. AEP also owns the nation's largest electricity transmission system, a nearly 39,000-mile (63,000 km) network that includes 765 kilovolt ultra-high voltage transmission lines, more than all other U.S. transmission systems combined. AEP's transmission system directly or indirectly serves about 10 percent of the electricity demand in the Eastern Interconnection, the interconnected transmission system that covers 38 eastern and central U.S. states and eastern Canada, and approximately 11 percent of the electricity demand in the Electric Reliability Council of Texas, the transmission system that covers much of Texas.
AEP has 130+ interface with 30+ external systems. X1POInterface from Maximo is one of the interfaces, which is integrated with 6 external systems. All transactions in this area are sent to only one queue. In case of any failure in the sequential queue entire 6 external systems get affected. The impact cascaded to all the downstream interfaces too. Hence Queue depth monitoring is essential and has got a huge business impact.
Job Monitor DW has been solutioned to automate the effort of Queue Depth Monitoring. All Queues on WebSphere are now being monitored 24/7 by Digital Worker . DW generates sunrise/sunset reports to intimate the account for any failure or any issues ,like queue hang, message integration transactions failure. ServiceNow incidents will be created automatically based on auto alerts from Digital Worker. A dashboard has been produced to show the real-time status update of the multiple Queues.
Automating the Queue Depth Monitoring has saved significant manual effort. Moreover early & efficient detection of issues by Digital Worker has a huge positive business impact to the account
4 weeks 12 use cases
Rapid implementation of Digital PMO standard skills across 4 Canadian banks
Canada FSS sector accounts have similar activities across their PMO processes. We implemented a common Digital PMO solution for the following 3 skills which can be used by all the 4 accounts(BNS, RBC, TD and CIBC), yet having the data separated.
  1. Labor conciliation and delinquency
  2. Utilization forecasting
  3. BI Central integration for labor data extraction.
All 4 accounts adopted standard input and output templates with IBM standard source data. Account specific configurations were done to ensure the reports are delivered to the right stakeholders and be compliant with data security. The end-to-end solution for the 3 skills was delivered in UAT in just 2 weeks for all 4 accounts.

Digital PMO reduces a significant amount of PM effort for Telefonica

Telefónica, S.A. is a Spanish multinational telecommunications company headquartered in Madrid, Spain. It is one of the largest telephone operators and mobile network providers in the world. It provides fixed and mobile telephony, broadband and subscription television, operating in Europe and the Americas.
Before DPMO implementation, The UK PMO team shares the O2 claim file with the India PMO vai box every Wednesday. Every Thursday of each week, by manipulating and massaging the O2 claim file, seven financial reports are generated. Once the report generation is complete, the PMO and PM send emails to the stakeholders. This entire manual activity was tedious, time-consuming, and prone to human error.
Now the DPMO DW generates the seven financial dashboard reports which are mapped to ILC Reconciliation & Financial Dashboard skill set of DPMO. These reports are generated every Thursday from three input files. On average five complex business rules are validated per report within 2 mins by avoiding any possible human errors.
After implementation of Digital PMO Digital Worker the entire workflow became much more efficient, faster and error free where the file validations has been implemented to ensure the data sanctity before the same is used for generating this report and with couple of clicks the output reports are generated

Digital PMO for TSR

TOKYO SHOKO RESEARCH, LTD. (TSR) was established in the 19th century(1892)as the first credit reporting agency in Japan. Since then, for over 127 years, TSR has been supporting business scenes in Japan from the standpoint of professional corporate analysis.
Before DPMO implementation, everyday the Account PM would copy data from IT log files into Output excel and update data and charts. After excel is updated, PM updates data and chart into output PPT and sends an email to the stakeholders. This entire manual activity was tedious, time consuming and prone to human error.
Now the DPMO DW generates the Online Status Report which is mapped to SLA & KPI dashboard skill set of DPMO. This report is generated everyday from multiple server logs to monitor and track user activities, number of operations, data sheet generated and peak load on the servers.
After implementation of Digital PMO Digital Worker the entire workflow became much more efficient, faster and error free where the file validations has been implemented to ensure the data sanctity before the same is used for generating this report and with couple of clicks the output reports are generated.
19.5+
Files Digitized processed and posted by SAP.

CashApp Digital Worker for AmerisourceBergen

AmerisourceBergen fosters a positive impact on the health of people and communities around the world by advancing the development and delivery of pharmaceuticals and healthcare products. As a leading global healthcare company, with a foundation in pharmaceutical distribution and solutions for manufacturers, pharmacies, and providers, they create unparalleled access, efficiency, and reliability for human and animal health. Their 41,000 global team members power the purpose: “We are united in our responsibility to create healthier futures.” AmerisourceBergen is ranked #8 on the Fortune 500 with more than $200 billion in annual revenue.
AmerisourceBergen engaged IBM to Design, Build, Host on IBM Cloud and maintain the Digital Worker for the Cash Application processes on SAP & AS/400 across main 2 Business Units. The Digital Worker has gone LIVE for both the Business Units in phases. The CashApp Digital Worker covers skills:
  • • Process Remittances
  • • Process Bank Statements
  • • Automate Exception Payments (using Human In The Loop)
  • • Multi Credit Card Payment Processing
The DW technologies include IBM Content Analyzer, Blue Prism and the Business Exception handling portal using Trust Portal to enable business users to reprocess remittances and statements successfully.
Here is a summarized representation of the tool’s skill and tasks.
240 hrs
Projected annual hours savings

Digital QA.MS

NYC 311 - One-stop shop for all government information and non-emergency services in New York City, USA.
QA.MS Digital Worker pilot was implemented for NYC 311 to address the challenges of manual build-deployment activities of Microsoft Dynamics 365 in multiple environments. Account team was spending approximately 480 hours per annum for the manual build-development activities.
This Digital Worker solution has delivered an end-to-end automation of build-deployment process for Microsoft Dynamics 365 platform. It has resulted in saving of build-deployment effort spent by the developers and simplification of the build-deployment process for multiple solutions developed in parallel.
The Digital Worker will save estimated 240 hours per annum for NYC.
1200 hrs
Projected annual effort savings

SAP Admin & Security - Security Role Comparison Case Study

Volkswagen do Brasil Ltda. - A subsidiary arm of Volkswagen Group, established in 1953 with local assembly of the Volkswagen parts imported from Germany. It has been market leader for more than sixty years in existence.
As part of SAP Admin & Security Digital Worker deployment for this account, Security Role Comparison use case was implemented. SAP Role Comparison across landscape, is largely a set manual activities which was being performed regularly for environment synchronization, cleanup inactive users from the system and audit compatibility check.
Volkswagen Basis Security team was spending about 200 hours of manual effort per month for the audit and daily role comparison tasks performed in 3 applications environments.
After the implementation of this Digital worker skill, Basis Security team spends about 95 hours per month to perform the same set of activities resulting a monthly savings of about 100+ hours, totaling yearly savings of 1200 hours. This equates 50% productivity improvement for the Basis Security team.
900 hrs
Projected annual effort savings

Salesforce Support Automation Engineer

ABB Ltd - A Swedish–Swiss multinational corporation headquartered in Zürich, Switzerland, operating mainly in robotics, power, heavy electrical equipment, and automation technology areas.
For Salesforce support project for ABB, the Salesforce Support Automation Engineer Digital Worker was implemented to automate user access management process.
Prior to implementing the Digital Worker solution, account team was spending approximately 100 hours per month to serve User Access Management related requests.
The Digital Worker has delivered an end-to-end automation for Salesforce user access management . After implementing Digital Worker solution, approximately 75 hours per month of effort has been automated – amounting to yearly 900 hours of savings.
30%
Implementation effort savings

Workday Configuration Manager

Anheuser-Busch InBev SA/NV, commonly known as AB InBev, is a multinational drink and brewing company based in Leuven, Belgium. AB InBev has a global functional management office in New York City, and regional headquarters in São Paulo, London, St. Louis, Mexico City, Bremen, Johannesburg and others. It has approximately 630 beer brands in 150 countries.
For Workday Implementation for AB InBev, the Configuration Manager Digital Worker was implemented. The Workday Consultants upload configuration data in tenants using the tools provided by Workday. For some configurations, the upload task in completely manual as no tool is provided for e.g., External Career Sites for Recruitment Module.
Configuration upload involves validation of data and then transformation of data in tool template and then uploading data in the tenant. All these tasks are done by Workday Consultants manually. Configuration Manager Digital Worker has automated this process end to end.
For AB InBev this Digital Worker Configuration Manager loaded 157 Time Off Types in Absence Module for 11 countries for AB InBev project.
Also, this Digital Worker uploaded External Career Sites configuration data for 23 Countries across the globe and one each for Europe and Global in 3 ABI Tenants.
The Configuration Manager Digital Worker saves 30% effort of Workday Consultants for an implementation project across its different phases in the project lifecycle.

Digital PMO helps to automate report generation with service analysis for VSP

DPMO to generate daily Basis and Security SLA report About Vision Service Plan VSP Global comprises five complementary businesses that combine eye care insurance, high-quality eyewear, lens and lens enhancements, ophthalmic technology, and connected experiences to strengthen the relationship between patients and their eye doctors.
VSP’s headquarter is based out of California, USA and operating globally. For more details, refer to www.vspglobal.com
Background and scope of automation using digital PMO for SAP Basis and Security service level analysis (SLA) report
  • • SAP Basis and Security SLA report prepared to inform IT Management team about the incident tickets with analysis of SLA breached, SLA Warning and Active SLA incidents
  • • Report generated manually based on certain criteria
  • • Manual report generation is time consuming and may tend to have human error
  • • Implemented Digital PMO (“IBM VSP Digital Office”) to prepare this report automatically with service level analysis and distribute via email to VSP IT management team Benefits
  • • Standardized report generation
  • • Faster process and less chances for error
  • • Saving PM efforts upto 30 minutes per day
675 hrs
Projected annual savings for PM job role

Digital PMO

AmerisourceBergen is a market leader in pharmaceutical distribution handling about 20% of all of the pharmaceuticals sold and distributed throughout the country and ranked 10th on the Fortune 500 list for 2019 with over $153 billion in annual revenue.
Significant manual effort have been reduced for ILC delinquency checks and proactive alerting, ILC vs Clarity discrepancy checking with proactive alerting to address any billing issues.The KPI and SLA dashboard is also automated end to end.
Many other repeatable PMO tasks are now automated leveraging the Digital Workers, saving considerable PM manual hours.
3000 hrs
Projected reduction of manual monitoring effort annually

Job Monitor

PT Indosat Tbk (doing business as Indosat Ooredoo since 2015), is a telecommunications provider in Indonesia. The company offers wireless services for mobile phones, and to a lesser extent, broadband internet lines for homes.
Significant effort savings have been estimated in phase 1 which covers automation of manual activities involving Job status checks, system health checks (space status, CPU, I/O and Network health) and periodic email notifications. Additional effort saving is estimated in subsequent phase where we would plan to automate troubleshooting of error jobs via auto-remediation.
970 hrs
Projected annual savings for PM job role

Digital PMO Automation @ABS CBN – SLA & KPI Dashboard

ABS-CBN Corporation is a Filipino media and entertainment group based in Quezon City, Philippines. It is the Philippines' largest entertainment and media conglomerate in terms of revenue, operating income, net income, assets, equity, market capitalization, and number of employees. ABS-CBN was formed by the merger of Alto Broadcasting System (ABS) and Chronicle Broadcasting Network (CBN). The two companies were merged and incorporated as ABS-CBN Broadcasting Corporation on February 1, 1967, and renamed ABS-CBN Corporation in 2010 to reflect the company's diversification.
ABS-CBN Account team(IBM) is expected to derive annual PM Effort Savings 970 hours approximately for the reports in scope for automation after implementation of complete scope. As of now the SLA & KPI report has gone live after successful UAT completion in May 2020. The report automation helps in reduction of Manual Calculation, copying data from multiple sources, logical decision making on RAG status of SLA performance is automated now. Digital PMO gives an accurate and error free output with in specific output template and presentation format. This automation has led to :
• Better quality of the report presented to the client, reduced human errors.
• Reduced delivery time and using a standard format.
• Improvement in team productivity.
6630 hrs
Projected annual savings for PM job role

Digital PMO Automation @Indosat - Executive Status Report

Indosat, with its HQ at Central Jakarta, is a telecommunications provider in Indonesia. The company offers wireless services for mobile phones, and to a lesser extent, broadband internet lines for homes. Indosat operates their wireless services under a few sub-brands, among them are IM3, Mentari, and Matrix. These brands differ by their payment model (pre-paid vs. post-paid) as well as pricing. Indosat also provides other services such as IDD, fixed telecommunications, and multimedia. As of Q4 2018, Indosat had 58 million subscribers, making them the second largest mobile network operator in the country.
• Executive status has been successfully implemented as one of the 3 reports in scope for Digital PMO and started benefit realization since May 2020.
• Merging data from two sources, taking manual judgement based on rule based logic, Manual Calculation, logical decision making of ticket status and closure date is fully automated now.
• Digital PMO gives an accurate and error free output with in specific output template and presentation format with multiple pivot tables and graph representing SR and Incident Status from different Executive point of view.
545 hrs
Projected annual savings for PM job role

Digital PMO Automation @FAB – Weekly Status Report

The First Abu Dhabi Bank (FAB), is the largest bank in the United Arab Emirates. It was formed as a merger involving First Gulf Bank and National Bank of Abu Dhabi. As the UAE’s largest bank and one of the world’s largest and safest institutions, FAB offers an extensive range of tailor-made solutions, and products and services, to provide a customised experience. Through its strategic offerings, it looks to meet the banking needs of customers across the world via its market-leading Corporate and Investment Banking and Personal Banking franchises.
FAB Account team(IBM) is leveraging Digital PMO digital worker to do Status report preparation to optimize PM effort. It will help to channelize the PM effort in more value adding activities while Digital PMO takes care of repetitive, rule based standard reporting. Implementation of this digital worker will help reduce manual effort for preparing and validating the weekly and monthly status reports for PMs, reducing effort and improving productivity, helping to generate the correct reports on-time, faster and without human errors
460 hrs
PM effort annual savings per project

Digital PMO with Lufthansa

Digital PMO was successfully piloted with Lufthansa to automate Project Backlog Status Reporting and Utilization Forecasting workflows.
The Digital PMO was integrated with client PM system (i.e. Confluence) to generate the Project Backlog Status Report autonomously. This automated end to end workflow - extracting tasks backlog data from PM tool, generating the backlog status report, enabling PM review process and publishing the report to stakeholders.
The pilot account confirmed the benefits leveraging the solution in more than one projects and usability of the solution in daily PM tracking.
375 hrs
Projected annual savings for FDA role per project

Data Loader with BP

BP piloted Data Loader to automate the workflow of data quality validation process for Customer Master data of enterprise SAP system.
The workflow automated the following tasks for Functional Data Analyst (FDA) role -
  • • Data file preparation,
  • • Executing data validation against SAP reference data through a quality check tool,
  • • Extracting/communicating data validation report and
  • • Generating data load file.
Quick statistics for Data Loader scope in BP : 7 customer detail tables per customer master, 50-100 customer master files loaded per cycle and 5 cycles of customer master data upload per release.

Ticket Manager pilot with IKEA

HCS Digital Workforce and IKEA Account Team have worked together to pilot Ticket Manager solution for IKEA application - ISOM. The solution has delivered an end to end Ticket Manager flow from automated ticket classification to remediation tasks via RPA for the ISOM CWIS Order Cancellation category.
 
Digital Workforce team has implemented data anonymization approach to meet GDPR requirement for accessing client ticket data in Ticket Manger. Data anonymization solution has been reviewed with IKEA.
 
The Account team is working with client to get deployment approval of Ticket Manager solution.

Support Assistant pilot with ING Bank

The Support Assistant was successfully piloted in ING Bank Account.
 
Workday configuration knowledge corpus with 1500+ Q&A was built with ING Bank Account Workday SME.
 
The corpus was leveraged by account Workday Consultants to get help on procedural steps of Workday configuration tasks.
752 hrs
Projected annual savings for PM job role

Digital PMO Automation of BANORTE Project Status Report

Banorte is a leading Mexican banking account with IBM, which has successfully implemented one of the 2 reports in scope for Digital PMO and started benefit realization. Weekly effort of 2.5 hours by each of the 6 Project Managers is automated.
Banorte has been the first Digital Worker in LA completing UAT and moving forward - result of an exemplary collaboration between the Digital Worker team and LA Automation and Banorte Account team.
Few identifying features of Digital PMO solution built for Banorte -
• Algorithm built to replicate the complex analysing activity done by PM to assess the Project RAG status.
• Requirement was a unique graphical representation of Project status using images (Red and Blue triangles).
• Both User Interface and Scheduler facilities are present. Automated email service with BOX link for generated output file.
1616 hrs
Projected annual saving for Application Developers Job Role

Digital QA Automation for APMM

IBM Digital Worker team and Maersk (APMM), one of the largest container ship and supply vessel operator, collaborated to implement Digital QA to automate their repetitive manual smoke testing tasks.
In Phase 1, Digital QA has been implemented in 6 business critical applications. Account has decided to extend the implementation to 9 more applications in Phase 2, based on the experience in Phase 1.
With Digital QA deployment, estimated 260 hrs per application was automated annually for smoke testing tasks through execution of Jenkins pipeline.
Jenkins pipeline was implemented for application flow checks and application platform (App Server, Database Server etc.) health checks for 6 diversified and business critical applications in Phase 1.
1584 hrs
Projected annual saving for Application Developers Job Role

Digital QA Automation for IBM’s World Wide Price Release Tool (WWPRT)

The World Wide Price Release Tool (WWPRT) is IBM's world-wide strategic tool for reference price maintenance and release.
To match the strategy for HCS digital workforce, IBM Automation Team and WWPRT team from CIC China collaborated together to implement Digital QA in the program.
With Digital QA deployment, estimated 1786 hrs per year of repetitive manual smoke testing effort is automated for 10 diversified technology environments (ex. IBM DB2, MQ and ATS server).
765 hrs
Reduction of developer's smoke test effort annually

Digital QA@Bell Canada CSIDE & HUB – DB Health Check – Log Check – MQ Health Check

Bell Canada is a Canadian telecommunications company headquartered at 1 Carrefour Alexander-Graham-Bell in the borough of Verdun in Montreal, Quebec, Canada.
Using Digital QA, 765 Hrs. / year manual effort is automated. Execution time of all 5 use cases is now taking only 32 seconds. On average two to five complex business rules are validated per use cases within a few seconds by avoiding any possible human errors.
After implementation of Digital QA Digital Worker, we are reducing human dependency and errors which addresses BCP like situation effectively. Improving productivity and efficiency by freeing up precious labor hours for more value adding work.
2340 hrs
Projected annual savings for PM job role

Digital PMO - ILC Reconciliation & Financial Dashboard

The United Services Automobile Association (USAA) is a San Antonio-based Fortune 500 diversified financial services group of companies. They are mainly focussed on serving the US military members and their families.
USAA is leveraging Digital PMO digital worker to do ILC reconciliation and Financial Dashboard report preparation to optimize PM effort. It will help to channelize the PM effort in more value adding activities while Digital PMO takes care of repetitive, rule based standard reporting.
Implementation of this digital worker will significantly reduce manual effort for validating the ILC hours and client billing tool, which will help the team identify the gaps and react fast. This also help to generate the correct invoices on-time, faster and without human errors.
Financial Dashboard is one of the most critical reports for any account and also is very complex to maintain. Digital PMO aims to automate the workflow of financial reconciliation process for labor, non-labor data with ledger reports to generate the Financial Dashboard, thereby freeing up a lot of manual effort of the PMs.
130 hrs
Projected annual savings for Basis job per SAP instance

SAP Admin & Security empowerment @ npower

SAP Admin & Security was successfully piloted at the Npower account; an energy and utility company based in the UK. SAP Admin & Security executes SAP transactions that perform basic monitoring tasks and enables self-healing and leverages a human in the loop capability for end-to-end automation. These tasks are repetitive and manual yet critical for any SAP system to ensure the system is operating correctly. At the end of every execution, the Npower account team received a report from the digital worker that provided all the activities it performed, and the resolution actions it took.
Working with the pilot account, we have successfully increased the speed of the digital worker by 50% (1 hour down to on average 30 minutes) allowing for faster results and increasing business value. We have also sped up the time to resolution with the human in the loop use cases that integrate with Trust Portal. The team has also worked towards refining the daily report generated by SAP Admin & Security to provide useful data points that are indicative of the performance of the digital worker. The account has confirmed the benefits of using SAP Admin & Security digital worker and wants to extend the skill set of basis monitoring with additional use cases.

Abbott leverages Digital PMO for Actual vs Forecast Variance Report Generation

Abbott Laboratories is an American multinational medical devices and health care company. It sells medical devices, diagnostics, branded generic medicines and nutritional products.
Nestle leverages Digital PMO to automate the laborious process of Actual vs Forecast Variance Calculation.
Abbott is a large account with 600+ resources across multiple locations, distributed between SAP and Non-SAP Towers. Variance is calculated using different methods for the two towers. Due to the large size of the account and heterogeneity of the process, the manual effort of tracking and forecasting team utilization was significant, and the process was error-prone. 
• The Digital PMO solution gives a one click report generation where all the processing is done within 1-2 minute to create overall Variance as well as Summary Variance for each Tower.
• Categorizes variance - Resources claimed on Holiday, Resources claimed on wrong work item, Resources claimed but not forecasted for the account – all buckets are categorized.
• Account team has the flexibility to run report for any month till date for the current year.
• The solution is customizable to add new Work Items for both towers.
• The solution will help the account to automate 90% of PM effort spent for this activity as well as enhance the quality.

Digital PMO automated Financial Summary Process in ATCO

ATCO, a prominent player in the communication sector, has leveraged Digital PMO to automate their labour-intensive task of generating month-to-month variance reports for over 200 resources. This significant achievement has eliminated the error-prone nature of manual report creation and significantly improved the accuracy and efficiency of the process. 
Manual creation of month-to-month variance report and generate error free quarterly Financial report was causing huge effort and time consuming for ATCO having more than 200+ resource.
Digital PMO helped the account to generate MTD view of Forecasted vs Actual hours/Cost/ Revenue per employee.
• A summarized user-friendly view of real time on boarding status of Financial data provides a great user satisfaction.
• DPMO can generate a Financial report that will allow the ATCO management team to view the revenue, accruals ,GP and cost for any given quarter on-demand.

Digital PMO implementation for Invoice Generation process

Lumen Technologies, Inc. (formerly CenturyLink) is an American telecommunications company headquartered in Monroe, Louisiana, that offers communications, network services, security, cloud solutions, voice, and managed services. 
Digital PMO is significantly enhancing Lumen account by automating the labour-intensive process of invoice generation. This process, which previously required extracting data from Excel and manually updating the IW tool (Lead 2 Cash) for over 40 work items, can now be completed in a fraction of the time, greatly improving efficiency and reducing the time required to submit these items.
The current manual invoice generation process involves very cumbersome activities of getting the data from excel and updating in IW tool( Lead 2 Cash) one by one which take a day to submit 40 + work items.
The account implemented Digital PMO solution to automate their  ‘Invoice generation ’ process in IW tool(L2C). 
• The solution has helped the account to automate more than 90% of PMO effort.
• Reduces invoice creation wait time from 14-16 hours to 1 hour.

Digital PMO implementation for Invoice Generation process

NextEra Energy, Inc. is an American energy company with about 58 GW of generating, revenues of over $18 billion in 2020, and about 14,900 employees throughout the US and Canada. It is the largest electric utility holding company by market capitalization. 
NextEra Energy account has now  automated their manual invoice generation process by implementing Digital PMO. This streamlined the previously cumbersome procedure of extracting data from Excel and updating it in the IW tool. 
The current manual invoice generation process involves very cumbersome activities of getting the data from excel and updating in IW tool( Lead 2 Cash) one by one which take a day to submit 20 + work items .
The account implemented Digital PMO solution to automate their  ‘Invoice generation ’ process in IW tool(L2C). 
• The solution has helped the account to automate more than 90% of PMO effort.
• Reduces invoice creation wait time from 8-9 hours to 30 minutes.

Digital PMO implemented on-demand reporting in DFS leveraging Gen AI capabilities

Discover Financial Services is an American financial services company that owns and operates Discover Bank, an online bank that offers checking and savings accounts, personal loans, home equity loans, student loans and credit cards.
8+ weekly hours spent towards manual data collation and tracking of client mandated trainings for employee across programs and towers.
Significant time spent towards multiple follow ups to close delinquencies. 
The account implemented Gen-AI led Digital PMO Digital Worker which :
• Automates the employee level training data collection from 5 programs and provide a consolidated view of training tracking report across programs and towers.
• Generates on-demand reports on training data e.g.
• Natural language(NL) query based reporting for On and Off Boardings metrics .
• Natural language(NL) query based reporting for number of escalations by Tower/Program/Practitioner against non- completion of client mandated trainings.

NA freight railroad company implemented Digital PMO on-demand reporting leveraging Gen AI capabilities

The Norfolk Southern Railway (reporting mark NS) is a Class I freight railroad operating in the Eastern United States. Headquartered in Atlanta, the company was formed in 1982 with the merger of the Norfolk and Western Railway and Southern Railway.[4] The company operates 19,420 route miles (31,250 km) in 22 eastern states, the District of Columbia,[5] and has rights in Canada over the Albany to Montreal route of the Canadian Pacific Kansas City.[6][7] Norfolk Southern Railway is the leading subsidiary of the Norfolk Southern Corporation.

Business Challenge

• 30+ hours spent towards manual data collation and tracking of forecasted and actual hours in Time@IBM.
• Monthly update of vacation hours and re-evaluating the utilization forecast . 
• 24+ hours spent towards the WTD, MTD and QTD utilization forecasting calculations including follow up with account practitioners towards data correction activities. 

Solution and Benefits

The Digital worker team and account collaborated towards the implementation of Gen AI Digital PMO :
• Automates the data collation of forecasted and actuals labor hours to identify the shortfall/excess hours and accurate utilization .
• Generates various on-demand reports on forecasted and actuals labor data .
• Excell Hours Claimed Report.
• Less Hours Claimed Report.
• Forecasted and Actual Hours By Month, Location and Account IDs .
•Forecasted Full Year(YAC) and Variance Report .
• Utilization % Report by Account ID .
• Forecasted QTD Hours Report .

Digital PMO automated Financial Summary Report for a North America based Hospitality Industry

Marriott Vacations Worldwide Corporation is a pure-play public timeshare company. Formerly a division of Marriott International, Marriott Vacations Worldwide was established as a separate, publicly traded entity focusing primarily on vacation ownership in November 2011. Marriott Vacations Worldwide runs more than 120 resorts with over 700,000 Owners and Members.

Business Challenge

• Manual creation of month to month and quarter to quarter variance report and generate error-free quarterly/Yearly Financial report was causing huge effort and time consuming for MVW Team for its 100+ resources.

Solution and Benefits

Digital PMO helped the account to generate MTD, QTD and YTD view of Financial summary for two separate teams - Application Development and AMS. :
• Digital PMO consumes the ILC dump file, CGP file, Monthly Revenue file.
• A summarized user-friendly, customized view of the status of Financial data provides a great user satisfaction.
• DPMO can generate on-demand Financial report that will allow the MVW management team to view the revenue, accruals ,GP and cost for any given quarter.

Digital PMO automated labour reconciliation effort for a Canadian Telecommunication Company

Bell Canada is Canada’s largest communications company providing advanced Internet, wireless, TV, media and business communications services to residential, business and wholesale customers over our world-class fibre and 5G+, 5G and 4G LTE networks.

Business Challenge

• Q2C team manually extracts the invoice data (IPVN#, Vendor Invoice#, PO#, Claim Period, Total Billed Hours) from IPVN and update the master IPVN Reconciliation report.
• Q2C team manually extracts labor hours from FSP labor reports.
• Q2C team manually reconciles the labor hours from both the systems and prepares a mismatch report .

Solution and Benefits

• Digital PMO reads the email from IPVN and extracts the Invoice data.
• Digital PMO extracts the labor data from BI Central and reconciles with the invoice data.
• Digital PMO sends an email to PMs with a consolidated list of mismatched labor hours .

EMEA Manufacturing giant implemented Digital PMO on-demand reporting leveraging Gen AI capabilities

ATLAS COPCO is a Swedish multinational industrial manufacturer of compressors, vacuum solutions, generators, pumps, power tools and assembly systems.

Business Challenge

• 30+ hours spent towards manual data collation and tracking of forecasted and actual hours in Time@IBM.
• Monthly update of vacation hours and re-evaluating the utilization forecast.
• 24+ hours spent towards the WTD, MTD and QTD utilization forecasting calculations including follow up with account practitioners towards data correction activities.

Solution and Benefits

The Digital worker team and account collaborated towards the implementation of Gen AI Digital PMO. :
• Automates the data collation of forecasted and actuals labor hours to identify the shortfall/excess hours and accurate utilization .
• Generates various on-demand reports on forecasted and actuals labor data :
• Excell Hours Claimed Report.
• Less Hours Claimed Report.
• Forecasted and Actual Hours By Month, Location and Account IDs .
•Forecasted Full Year(YAC) and Variance Report .
• Utilization % Report by Account ID .
• Forecasted QTD Hours Report .

EMEA Banking Institution implemented Digital PMO on-demand reporting leveraging Gen AI capabilities

Luminor Bank is a leading independent bank in the Baltics and third largest provider of financial services in the region, catering to the customers in Estonia, Latvia and Lithuania.

Business Challenge

• 24+ hours spent towards manual data collation and tracking of labor hours clocked in JIRA (client tool) .
• Monthly update of mapping sheet (mapping ibm and Luminor email ids) for on/off-boarded employees.
• 16+ hours spent towards the manual data collation and tracking of labor hours clocked in Time@IBM and reconciliation against client data.

Solution and Benefits

The Digital worker team and account collaborated towards the implementation of Gen AI Digital PMO :
• Automates the data collation (IBM and Client Data) and reconciliation to identify the shortfall/excess hours claimed in each system .
• Generates various on-demand reports on labor data :
• GN0035 Claimed Report – Practitioners claiming in costed non-billable code .
• Inactive Claimed Report – OffBoarded employees claiming in project code .
• Matched Hour Report – Practitioners’ labor clocking hours matching in both client and IBM tool .
•Missed Hour Report - Practitioners’ labor clocking hours not present in either client or IBM tool .
• Unmatched Hours Report - Practitioners’ labor clocking hours not matching in either client or IBM tool .
• 60% + PMO effort savings in managing and reconciling the labor status .
• Real time on demand reporting based on NL queries .

National Grid Account implemented IBM consulting AIOps-CollabOps solution (powered by BlueBuddy) to improve the service delivery and showcase to the client for larger ADM renewal opportunity

National Grid plc is a British multinational electricity and gas utility company headquartered in London, England. Its principal activities are in the United Kingdom, where it owns and operates electricity and natural gas transmission networks, and in the Northeastern United States, where as well as operating transmission networks, the company produces and supplies electricity and gas, providing both to customers in New York, Massachusetts, and Rhode Island.
Delivery challenges being addressed through AIOps-CollabOps solution:
• Longer lead time for ticket assignment to resolver groups / resolvers.
• Longer resolution time - RCA and the resolution require core application SME knowledge .
Solution and Benefits
The AIOps-CollabOps solution covers the scope of tickets raised for IBM Assignment groups in ITSM (ServiceNow). The solution will auto triage and provide the recommendation to accelerate the resolution of the issues.
Account is adopting the solution in incremental phases.
Phase 1 - Went Live :
• Automated SME (i.e, resolver) recommendation to assign the ticket based on ticket context and availability in the roster .
• Automated resolution recommendation based on issue analysis .
Phase 2 - Implementation scope:
• Proactive auto triaging of incoming tickets to IBM resolver groups integrating with client ITSM system .
• New tickets auto assignment in ITSM based on past resolution knowledge and resource availability as per roster .
• Issue resolution recommendation of new tickets integrating with client ITSM system .

An American Telecommunications Company implemented BlueBuddy Digital Worker powered by watsonx to improve the incident SLA on new ADM expansion deals

A leading American telecommunications company, that offers communications, network services, security, cloud solutions, voice, and managed services.
Challenges on new ADM expansion deals:
• Stringent SLA and 24X7 support requirement .
• Longer resolution time - RCA and the resolution require core application SME knowledge .
Solution
The account is implementing BlueBuddy with Agent Assist++ to improve response and resolution SLAs:
Proactive auto triaging of incoming incidents:  
• BlueBuddy implements auto triaging to identify the resolver group and accessing Roster to call the resolver lead/resolver for new incidents, summarizing the impacted functional areas. .
• BlueBuddy recommends the incident assignment based on past resolutions and resource availability (as per roster) to the resolver lead.
Assisted Issue Resolution:
•BlueBuddy uses watsonx GenAI capabilities to recommend the RCA and resolution based on curated knowledge corpus to assigned resolvers .

EMEA Manufacturing giant implemented Digital PMO on-demand reporting leveraging Gen AI capabilities

EPIROC is a Swedish manufacturer of mining and infrastructure equipments. Epiroc operates as 5 divisions focused on their respective application of mining engineering, digital products, and services & service support : Surface, Underground, Parts & Services, Digital Solutions, Tools & Attachments .

Business Challenge

• 30+ hours spent towards manual data collation and tracking of forecasted and actual hours in Time@IBM .
• Monthly update of vacation hours and re-evaluating the utilization forecast .
• 24+ hours spent towards the WTD, MTD and QTD utilization forecasting calculations including follow up with account practitioners towards data correction activities .

Solution and Benefits

The Digital worker team and account collaborated towards the implementation of Gen AI Digital PMO :
• Automates the data collation of forecasted and actuals labor hours to identify the shortfall/excess hours and accurate utilization .
• Generates various on-demand reports on labor data :
• Excell Hours Claimed Report.
• Less Hours Claimed Report.
• Forecasted and Actual Hours By Month, Location and Account IDs .
•Forecasted Full Year(YAC) and Variance Report .
• Utilization % Report by Account ID .
• Forecasted QTD Hours Report .