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Driving 95% MTTR Reduction with Self-Healing IT for a U.S. Fragrance Manufacturer

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About the Client

A leading U.S.-based manufacturer and distributor of consumer and commercial products operates a complex IT landscape supporting supply chain, finance, order management, and customer engagement. The environment includes a mix of on-prem and SaaS platforms, with heavy reliance on Oracle technologies. High availability, performance, and cost efficiency are critical to business continuity. 

Business Challenges

Growing IT complexity led to rising operational costs and service challenges: 

  • Heavy reliance on SMEs for incident resolution 
  • Manual monitoring of jobs, system health, and alerts 
  • High MTTR due to reactive issue handling 
  • Significant effort during maintenance and period-close activities 
  • Limited end-to-end visibility impacting SLA adherence 

The organization needed an automated, intelligent operations model to reduce manual effort, improve reliability, and optimize costs. 

The Quinnox Approach and Solution

Quinnox deployed its intelligent application management (iAM) platform to enable a shift from reactive support to proactive, automated operations. 

Key capabilities included: 

  • Auto-discovery of the IT landscape across Oracle and non-Oracle systems 
  • AI-driven incident detection, classification, and auto-resolution 
  • ITSM automation to reduce manual support effort 
  • Knowledge Graph–based insights for faster, context-aware resolution 
  • Predictive monitoring and proactive issue prevention 
  • Seamless integration with existing environments 

Business Benefits Delivered Across SLA, BLA, and XLA Dimensions

Service Level Agreement (SLA) Benefits 

  • 95% reduction in MTTR for automated use cases 
  • Near real-time incident detection and resolution 
  • Improved system uptime and operational stability 

Business Level Agreement (BLA) Benefits 

  • 45% reduction in operational costs by the end of Year 1 
  • Faster resolution of supply chain, finance, and order management issues 
  • Reduced disruption during maintenance and period-close cycles 
  • Improved operational continuity during critical business windows 

Experience Level Agreement (XLA) Benefits 

  • Enhanced visibility into system health and performance 
  • More reliable and predictable IT services for business users 
  • Increased customer satisfaction driven by system availability and responsiveness 

Client Testimonial:

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