A global technology leader operating at hyperscale, providing end‑to‑end infrastructure solutions for building server rooms and data center environments, engaged Akraya to transform their order management operations. With a worldwide footprint and complex logistics spanning multiple regions, the organization needed to ensure that thousands of component orders moved smoothly from entry to delivery, without delays, errors, or backlogs.
Challenges Faced
This section outlines the core difficulties and pain points the client was experiencing. It provides context on the hurdles that needed to be overcome before achieving the successful outcome.
Unstructured Process Causing Massive Backlogs & Delivery Delays
Orders would sit for weeks without being triaged or routed through proper channels.
Lack of Standardized Training & Role Clarity
No formal training regimen or process documentation existed. New team members had no clear guidance, and existing staff struggled with inconsistent procedures.
Eroded Confidence from Partner Teams
Poor response times and unreliable order management had damaged trust with internal partner teams.
Akraya’s Strategic Solution
Akraya provided a comprehensive managed service to restructure order management operations, eliminate backlog, and restore partner confidence -
Akraya designed and implemented a daily assignment system that prioritized incoming orders, balanced workload across a team of four reviewers, and established clear escalation paths to client FTEs.
Despite limited access to advanced reporting tools, Akraya built custom tracking mechanisms to monitor order velocity, backlog size, and individual team member throughput.
Measurable Outcomes
Operational
Process optimization and team training cut per‑order handling time by over 80%.
Financial
$50.6M annualized labor & delay cost savings based on 10,000+ orders per day, 8 minutes saved per order, plus avoided delay penalties.
Business
Client FTEs now trust the order management team to handle complex triage and change requests without constant oversight.
Conclusion
Akraya transformed a chaotic, backlog‑ridden order management operation into a streamlined, high‑velocity engine for a global data center infrastructure leader. By implementing structured workflows, daily alignment cadences, and custom performance tracking using BI and internal UIs, we eliminated weeks‑long delays, reduced per‑order processing time by over 80%, and restored partner confidence.
