Business opportunity
As consumers, we tend to be passionate about our cars and apprehensive about the car-buying experience. Top manufacturers understand this and work hard to deliver satisfying experiences from start to finish.
So, when one leading automotive manufacturer started to see customer satisfaction scores waning due to inventory visibility and management challenges, it looked to IT—and public cloud—for an answer.
Technical challenge
With more than 10 manufacturing facilities, 500+ OEM suppliers and a global distribution model, the automotive leader faced a common challenge: a complex technology estate with serious visibility challenges.
Manual patching and inconsistent inventory management resulted in inaccurate information across business units. Monitoring for Amazon EMR Cluster and Amazon Redshift workloads was non-existent, which could result in missed alerts during a crisis, impacting critical business applications. And observability was nearly impossible, thanks to a lack of custom KPIs for essential Amazon services used across the enterprise. The team was also missing dashboards to enable essential activities, like hypercare to onboard new customers.
Our solution
Together, this automotive leader and Kyndryl created a pragmatic plan to modernize the IT infrastructure with the goal of improving flexibility, agility and cost-effectiveness while optimizing responsiveness to meet dynamic market needs.
They started with a pilot to move critical customer workloads to Amazon Public Cloud. Using Amazon CloudWatch and Datadog, the team created a single, unified platform for monitoring and observability, enabling ease of use and simplifying adoption. The solution provides:
- Monitoring for essential Amazon services on IaaS, PaaS, APM, log, network (Amazon VPC), cluster (EMR), database and storage.
- Unified, cloud-agnostic observability.
- Improved infrastructure monitoring, alerting and incident management.
- Increased visibility and agility for better customer experiences.
- Visual insights, analytics and real-time monitoring.
- New reporting capabilities for better governance.
- Customizable dashboards for better visibility on critical business workload applications
After a successful pilot, Kyndryl is scaling the solution across the automotive leader’s global business and providing ongoing managed services to ensure success.
What progress looks like
Major improvements in systems availability, monitoring and observability now support exceptional experiences across the business, from IT through lines of business and all the way to the customer.
- 99.95% response and resolution rate from proactive alerting significantly enhances service-level agreements (SLAs).
- ~79% reduction in tickets submitted thanks to a defect prevention plan that addresses root causes for alerts and customer KPIs (e.g., host checks, memory, CPU and diskspace).
About the customer
A Fortune 500 automotive manufacturer with more than 10 manufacturing facilities and 500+ OEM suppliers serving customers in 50 markets.
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