Sustaining Value: Post-Implementation Excellence for GCCs

The Critical Next Step in GCC Transformation

Global Capability Centers (GCCs) have rapidly evolved from cost-focused back offices to strategic engines of innovation and value creation. Yet, for many organizations, the journey doesn’t end with a successful digital transformation. The real challenge—and opportunity—lies in sustaining and enhancing that value long after the initial implementation. Too often, organizations experience a drop in momentum, knowledge loss, and diminishing returns once the transformation team steps away. At Publicis Sapient, we believe that post-implementation excellence is the key to maximizing your GCC’s return on investment and ensuring continuous business impact.

Why Sustaining Value Matters

Studies show that up to 87.5% of digital transformation initiatives fail to achieve their full objectives, with the steepest decline in value occurring during the maintenance and operations phase. This is especially true in complex GCC environments, where the handover from transformation teams to internal or third-party IT can result in:

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

The solution? A proactive, partnership-driven approach to post-implementation management that keeps your GCC operating as a powerhouse of innovation and efficiency.

Publicis Sapient’s Application and Infrastructure Management Services (AIMS)

Our Application and Infrastructure Management Services (AIMS) are designed to sustain and amplify the value of your digital transformation. We don’t just build and implement digital solutions—we stay with you to ensure they continue to deliver, adapt, and grow with your business needs. Here’s how we do it:

1. Preventing Knowledge Loss

We embed 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, we 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. Our approach involves:

Early involvement of support and sustainment teams
Comprehensive documentation and knowledge transfer
Ongoing collaboration between transformation and operations teams

This continuity allows your business to focus on core objectives while we keep your digital infrastructure running securely and efficiently.

3. Proactive Monitoring and Automation

We leverage advanced monitoring tools and platforms, such as our Sustain Engineering Platform (StEP), layered on top of IT service management systems like ServiceNow. This provides:

A unified view of your 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, we identify and address issues before they impact your 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. Our 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, we help your GCC stay ahead of the curve.

Real-World Impact: Maximizing ROI for GCCs

Our approach has delivered measurable results for leading organizations across industries:

Accelerated issue resolution: Clients experience faster troubleshooting and lower downtime because the teams who built the systems are the ones supporting them.
Continuous innovation: By embedding AI and cloud at the core, GCCs can 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

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.