Executive Summary
Patni BPO was looking to streamline its network architecture that consisted of disparate IT systems. Cisco and Datacraft recommended that it moves from the existing TDM-based network to an IP-based network for better management of resources and business requirements

Company background
Patni Business Process Outsourcing (BPO) provides customised global sourcing solutions to a diverse group of clients for vertical-specific processes, as well as shared corporate services. The BPO unit is an extension of Patni Computer Services that provides a broad range of horizontal services including IT Helpdesk, Finance and Accounting, HR Services, Enterprise-wide Service Desk and Product Support.

Business challenge
To deliver timely services to its clients, the BPO unit realised that they needed to have technology availability around the clock to run business processes smoothly and to also meet the Service Level Agreements (SLAs) with their clients. Stringent process SLAs demanded 99.999 percent uptime, and failure to achieve this could result in penalty and/or business loss. In addition, the company had disparate systems and applications being used which posed challenges like availability of resources for business critical applications.

“We wanted to have an integrated solution with a single point of ownership that would be easier to manage, control and modify our business solutions as per the business requirements,” recollects Praveen Upreti, Technology Head, Patni BPO.

A single view of processes would help the company take care of network issues as well. For example, load balancing in a disparate system is more difficult to achieve than in an integrated system. Load balancing is a technique to distribute workload evenly across two or more computers, network links, CPUs, hard drives etc. For this, the company needed a partner who could help and guide them with the required expertise and skill sets.
 
“We choose Cisco because of their expertise in IP telephony network solutions. Both Datacraft and Cisco have helped us to manage our voice network,” says Upreti.

Patni decided to partner with these vendors because of their skills and ability to execute projects, and vast experience in a similar industry. Patni was also convinced of cost effective services from them, their adherence to quality standards and the positive attitude of the Cisco and Datacraft teams in resolving problems. Patni BPO had a Time-Division Multiplexing (TDM) network. Cisco and Datacraft recommended that moving to an IP-based network would mitigate the challenges that the company was facing.

Solution
Patni BPO first decided to simply its infrastructure by opting for a single service provider to manage all its solutions and systems. This would ease out the integration issues that the company often faced with the network and its components.

Cisco and Datacraft teams worked with Patni to restructure the network as per the best industry practices and built a redundant network with minimum investments. In addition, the entire network security architecture solutions from various service providers, is now managed by Datacraft. Datacraft also monitors the various Cisco devices connected to the Patni BPO network.
 
The services being delivered by Datacraft along with Cisco includes uptime maintenance support services and 24x7 delivery. So if devices like routers or UPSs or Ethernet cables are faulty, Datacraft rectifies the fault or replaces the equipment. The replacement of these devices is done as per the signed SLA. For critical issues, Patni BPO can access Cisco’s expertise for faster resolution.
 
Business value
By making the necessary changes in the network, Patni BPO achieved a single point of ownership, regular updates on the health of the system, and regular operation reviews to excel and improve their business operations.

“The support has been excellent from both Datacraft and Cisco. We have achieved better network design and increased performance with enhanced productivity and less OPEX and CAPEX costs,” says Upreti.

The company has also addressed the network integration challenge and is now in a better position to manage the IT systems.