New playbook for building AI systems of intelligence that scale.
Read the playbook A global leader in business process management, HGS delivers technology-powered services in automation, analytics, and digital transformation—spanning back-office processing, contact centers, and HRO solutions. With over 45,000 employees worldwide, their mission is to deliver a seamless, customer-centric experience across every channel.
The company faced several pressing IT challenges:
Disconnected Systems Across Regions
Multiple tools in different geographies made it difficult to aggregate data and generate insights.
Inefficient Onboarding & Change Management
Lack of standardized tools and workflows delayed employee transitions.
Low CSAT Scores
IT service quality was directly impacting employee satisfaction and productivity.
To modernize and unify their IT services, the company partnered with SymphonyAI Enterprise IT—a leading provider of AI-powered IT and Enterprise Workflow solutions.
SymphonyAI Apex delivered:
AI-powered ITSM and ESM
Omnichannel workflows
100+ integrations
Advanced analytics and low-code configuration
Unified IT Service Management
A single, global dashboard gave CIOs and CTOs real-time visibility across systems—streamlining operations and improving service delivery.
Accelerated Onboarding and Automation
Onboarding became fast and flawless. Automated provisioning of assets and infrastructure optimized utilization, reduced costs, and ensured compliance.
Boosted CSAT Scores
The IT team’s CSAT jumped significantly—ranking in the top three departments company-wide, with a score of 5.75 and rising.
60% of service requests fully automated
50% faster issue resolution
30% reduction in hardware and software costs
Trusted by:
Top 200 Financial Institutions
Top 15 Global Grocers
Top 25 CPG Brands