Driving Operational Excellence Through Intelligent Automation

In an industry where precision, reliability, and speed define success, operational inefficiencies can be costly. For a global pharmaceutical and CPG leader—founded in 1886 with over 125,000 employees in 60 countries—system downtime, data inconsistencies, and manual workarounds were impacting business continuity, revenue, and responsiveness.

This case study reveals how LTIMindtree helped transform the client’s operations through intelligent automation, platform unification, and process standardization—delivering measurable improvements in speed, accuracy, and agility across critical systems.

The Challenge: Outdated Systems and Manual Bottlenecks

Despite its global footprint and technological investments, the client was struggling with fragmented processes and aging ERP infrastructure:

• Multiple JDE (JD Edwards) instances ranging from XE to 9.2 created inconsistencies across regions

• End-users were manually fixing recurring errors using SQL, as no front-end error management system was in place

• Key systems were managed by different vendors in silos—making real-time coordination, support, and incident resolution difficult

• Documentation gaps and lack of standardized operations created high dependency on manual support

• Most critically, any downtime or errors in core interfaces affected both operational efficiency and revenue

The organization needed a modern, unified, and automated approach to manage end-to-end operations, reduce human dependency, and eliminate error-prone processes.

LTIMindtree’s Solution: A Unified, Touchless ERP Landscape

To address these systemic challenges, LTIMindtree implemented an automation-first solution focused on visibility, standardization, and real-time response.

Key Solution Elements:

• Integration Command Center Console to track transactions across systems and identify exact points of failure or data loss

• A proprietary JDE Chatbot, integrated with a Known Error Database (KEDB), to resolve incidents faster and enable self-service for users

• Touchless ERP implementation, powered by RPA and digital bots, to automate routine processes like database monitoring, queue checks, SOX compliance, and user support

• Development of batch applications to eliminate manual SQL scripts—resulting in a 58% reduction in SQL usage

• Seamless automation of package deployments, error tracking, audit readiness, and SLA reporting

This cohesive architecture not only improved transparency but created a resilient, self-healing operational ecosystem.

Business Impact: From Manual Fixes to Predictive Performance

LTIMindtree’s automation strategy delivered measurable business benefits:

• ✅ 10% reduction in ticket volume in just six months

• 📊 24% drop in Mean Time to Recovery (MTTR)

• 📈 10% improvement in SLA adherence

• ⏱️ 100% clearance of the backlog, ensuring real-time data flow

• 🤖 Enhanced user support and knowledge sharing via smart bots

• 🔄 Proactive monitoring of critical systems and faster process cycle times

By embedding intelligence, eliminating redundancies, and enabling predictive operations, LTIMindtree empowered the client to move from reactive problem-solving to proactive performance management.

Download now to learn how LTIMindtree helped a global pharma giant reimagine operations and drive transformation at scale through intelligent automation and seamless ERP modernization.