Client is an American based and employment-oriented online service that operates via websites and mobile apps. Launched in 2003, it is mainly used for professional networking, including employers posting jobs and job seekers posting their CVs. As of 2015, most of the company’s revenue came from selling access to information about its members to recruiters and sales professionals. Since december 2016, it has been a wholly owned subsidiary of Microsoft. As of May 2020, client had 690+ million registered members in 150 countries.
Client’s existing automation strategy, federated execution and support model proved expensive to maintain, unable to scale from either a resource or technology reusability perspective, and did not have clear or measurable ROIs.
Multi regional regulatory, security and compliance requirements needed to be met
Issues with domestic language dependencies, business workflows, local/domestic automation tools, multiple licenses
Silo data repositories with no way to extract intelligence; Multiple reporting tools/infrastructure/licenses
Significant challenge to support and maintain variations and silos
Innova was engaged as a Global Delivery Partner to establish Enterprise Automation Program:
Innova setup a Global COE with 5% Onsite Architecture, Program Management and Process Engineering; and 95% Offshore Development, Data Science, Operations and Support Capabilities
Established an enterprise governance framework to drive consistency across functions in automation strategy, approach, implementation, and ongoing support
Established a common knowledge repository consisting of documents & templates to assess process feasibility and prioritization, process design, ROI Analysis, solution design, code review checklist, best practices and standards
Involved in hybrid bot development – task, cognitive, and conversation bots with NLP and machine learning
Business areas included BizApps, control and compliance management, global customer Ops, learning solutions enterprise pricing, P2P, Q2C, R2R, tax, others
Involved in support for desktop and process automation; ongoing support and maintenance