Industry Spotlight: Post-Implementation Excellence for Global Capability Centers (GCCs)

Global Capability Centers (GCCs) have rapidly evolved from cost-focused operational hubs to strategic engines of innovation and value creation for multinational organizations. As GCCs take on more complex, business-critical digital transformation initiatives, the true measure of success is not just in the initial implementation, but in the ability to sustain, optimize, and continuously innovate long after go-live. This is where post-implementation excellence becomes the critical differentiator—and where Publicis Sapient’s Application and Infrastructure Management Services (AIMS) deliver lasting impact.

The Post-Implementation Challenge for GCCs

Despite significant investments in digital transformation, studies show that up to 87.5% of initiatives fail to achieve their full objectives, with the steepest decline in value occurring during the maintenance and operations phase. For GCCs, this challenge is amplified by the complexity of global operations, diverse technology landscapes, and the risk of knowledge loss as transformation teams transition to internal or third-party IT support. Common pitfalls include:

Loss of critical system knowledge
Siloed product and support teams
Slower issue resolution and increased downtime
Erosion of digital momentum and innovation

The result? GCCs risk diminished returns on their transformation investments, operational inefficiencies, and missed opportunities for ongoing innovation.

AIMS: Sustaining and Amplifying GCC Value

Publicis Sapient’s Application and Infrastructure Management Services (AIMS) are purpose-built to address these post-implementation challenges. AIMS is not just about keeping systems running—it’s about ensuring GCCs remain at the forefront of innovation, efficiency, and business impact. Here’s how:

1. Preventing Knowledge Loss

AIMS embeds support engineers and experts into the transformation process from day one. This ensures that the deep domain and technical knowledge developed during implementation is retained and transferred seamlessly. By maintaining a subset of the original transformation team post-launch, GCCs avoid the pitfalls of knowledge dilution and ensure optimal system performance.

2. Seamless Handover and Ongoing Partnership

A smooth transition is critical to sustaining value. AIMS involves early engagement of support and sustainment teams, comprehensive documentation, and ongoing collaboration between transformation and operations. This continuity allows GCCs to focus on core business objectives while Publicis Sapient keeps digital infrastructure running securely and efficiently.

3. Proactive Monitoring and Automation

AIMS leverages advanced monitoring tools and platforms, such as the Sustain Engineering Platform (StEP), layered on top of IT service management systems. This provides:

A unified view of the IT estate
Automated bots for self-healing and issue resolution
Proactive business process and KPI monitoring
Automated cloud provisioning and performance optimization

By continuously tracking SLAs and KPIs, AIMS identifies and addresses issues before they impact business, driving down mean time to resolve (MTTR) and ensuring a seamless user experience.

4. Continuous Optimization and Innovation

Sustaining value is not about maintaining the status quo—it’s about ongoing improvement. AIMS teams regularly analyze system performance, identify opportunities for enhancement, and implement changes that drive efficiency, cost savings, and innovation. Whether it’s automating workflows, modernizing applications, or integrating new AI capabilities, AIMS helps GCCs stay ahead of the curve.

Real-World Impact: Maximizing ROI for GCCs

Organizations that partner with Publicis Sapient for AIMS experience tangible, measurable benefits:

Accelerated issue resolution: Faster troubleshooting and lower downtime because the teams who built the systems are the ones supporting them.
Continuous innovation: Embedding AI and cloud at the core enables GCCs to rapidly prototype, deliver, and improve digital solutions, driving ongoing business impact.
Operational excellence: Proactive monitoring and automation reduce manual intervention, lower costs, and free up resources for higher-value activities.
Sustained digital momentum: With a trusted partner managing post-implementation, organizations avoid the common pitfalls of value erosion and maintain a trajectory of growth and innovation.

Best Practices for Sustaining GCC Value

To maximize post-implementation excellence, leading GCCs adopt these best practices:

Involve support teams early: Integrate sustainment experts during the transformation phase to ensure deep system understanding.
Prioritize knowledge transfer: Use structured documentation, shadowing, and ongoing collaboration to prevent knowledge loss.
Leverage automation: Implement self-healing bots, automated monitoring, and cloud provisioning to reduce manual effort and increase reliability.
Monitor and optimize continuously: Track SLAs, KPIs, and business processes to identify improvement opportunities and act on them swiftly.
Maintain a partnership mindset: Treat post-implementation as an ongoing journey, not a handoff. Continuous collaboration drives sustained value.

Why Publicis Sapient?

With over 30 years of digital engineering expertise and a proven track record in transforming and sustaining GCCs, Publicis Sapient is uniquely positioned to be your long-term partner. Our holistic approach—combining strategy, engineering, data, and AI—ensures that your GCC not only achieves its transformation goals but continues to deliver value, innovation, and competitive advantage well into the future.

Ready to protect and grow your GCC investment? Connect with Publicis Sapient to discover how our Application and Infrastructure Management Services can help you sustain digital momentum and maximize ROI.