Re(AI)magining Client Success Client Resilience and Success

Re(AI)maginingCLIENT SUCCESS

Our global clients share a set of unique characteristics, anchored in a desire to leverage AI, automation, advanced analytics, and new software development methods to challenge the status quo. Whether they’re delivering premier financial services to consumers or pushing the boundaries of medical research, our clients want to plan for the future by utilising AI for more efficient operations and intelligent decision-making. They’re fully committed to implementing Generative AI and AI agent solutions to bring products and services to market faster than ever before, and to enhance end-user encounters with personalised experiences. They consistently turn to us as their AI-enabled collaborator that is willing to share distinctive offerings and market-leading IP to solve their most daunting enterprise challenges. Trust, confidence, and an unending pursuit of accomplishment are the hallmarks of our client collaborations and their ongoing achievements.

DIGITISING SUPPLIER RELATIONSHIPS WITH AI TO DRIVE GROWTH

When grocery delivery surged in popularity across Europe, one global food delivery leader based in Germany found itself at a turning point. Behind every seamless delivery was an increasingly complex network of supplier contracts, rebate calculations, and inventory management. Spreadsheets and disconnected systems could not keep up, and growth was at risk of stalling if something didn’t change quickly. The company already trusted Salesforce to manage its core food delivery operations, so expanding this platform into its quick commerce business was a natural next step. Persistent worked closely with the client to build a streamlined, intelligent CRM platform that unified supplier information, simplified contract handling, and used automation and AI to unlock critical insights. The clear goal was improved efficiency, reduced costs, and a €10 million increase in annual profitability. Persistent began by migrating supplier portal data directly into Salesforce, clearly linking SKUs to multiple suppliers. Automation transformed previously scattered documents into structured data, giving managers instant access to accurate contract details. A digital signing solution made onboarding faster and easier, ensuring compliance was never compromised. Next, Persistent connected category managers, finance teams, and supply chain staff through shared, intuitive workflows. For the first time, category managers could instantly view rebate opportunities, while finance teams could accurately track payments in real time. The new system quickly proved its value. Transparency improved dramatically, costs fell, and gross merchandise value began to rise steadily. But beyond the immediate numbers, the real story was simpler: the company was finally able to scale rapidly, confidently, and sustainably thanks in no small part to automation and AI — exactly what quick commerce demands.

TRANSFORMING PATIENT CARE WITH CLOUD, DATA, AND AI

At a large paediatric healthcare system in the US, even the simple act of scheduling a referral had become a daily grind. It took 70 clicks, multiple screens, and far too much time just to complete a single task — something staff had to do thousands of times each month. The process was exhausting, and the pressure was starting to show. Administrative teams were burning out, and patients were waiting longer than they should. The organisation knew it couldn’t continue relying on outdated tools to support something as important as access to care. With patient data scattered across systems and no clear way to coordinate, delays and drop-offs became common. Insights were missed, handovers were clunky, and keeping patients engaged throughout their journey felt harder than it needed to be. The client realised it needed to reimagine its approach. Our work began by identifying referrals earlier in the process, flagging patients by speciality to help route requests more efficiently. Community provider offices were given a direct line to the contact centre, reducing the lag and confusion that had slowed everything down. On the front lines, staff gained scheduling tools built directly into the CRM system, including batch booking that made it possible to schedule 50 patients in just three clicks. With data unified and accessible, Persistent also helped the organisation roll out omnichannel communications using Generative AI-enabled capabilities in Salesforce Marketing Cloud and Salesforce Data Cloud, so patients received timely, personalised updates without gaps or confusion. MuleSoft powered the integrations behind the scenes, helping everything function as a single system. In the end, the changes were deeply felt. Referral processing dropped from four days to same-day, appointment clicks fell by 60 percent, and the entire experience became easier for both staff and patients — which ultimately contributes to better patient outcomes.

REDUCING COSTS WITH AI-ENABLED CLOUD MIGRATION

For a statewide non-profit dedicated to improving health outcomes, ageing on premises infrastructure slowed everything down. The systems were difficult to manage, costly to maintain, and spread across siloed servers. As technology demands increased, the tools in place simply could not keep pace. The organisation needed a stronger foundation to support its mission. It partnered with Persistent to assess its existing environment, leverage automation and machine learning tools, and design a modern cloud architecture that could scale with its programmes and reduce operating costs. The Persistent team began by evaluating usage across more than 170 servers and quickly identified significant inefficiencies. Nearly one-third of the servers were barely used, and more than half showed extremely low CPU activity, resulting in unnecessary overheads and manual maintenance. To move forward, Persistent recommended migrating to Amazon Web Services. Using the AWS Optimisation and Licensing Assessment framework, the team developed a detailed picture of future state costs and performance. The numbers were clear: projected cloud costs were five times lower for server infrastructure and ten times lower for storage — even before factoring in licensing savings. With an auto-managed, AI-enabled AWS setup in place, the client will no longer need to provision resources manually or chase performance issues. Server consolidation, improved utilisation, and automated scaling will reduce total cost of ownership by 30 percent, boost developer productivity, and align resources with utilisation. Most importantly, this shift allows the organisation to focus less on infrastructure and more on what truly matters: delivering better health programmes, outreach, and outcomes across every community it serves.

AMPLIFYING CUSTOMER PERSONALISATION WITH GENERATIVE AI ACCELERATORS

The marketing team at a global healthcare manufacturer faced a challenge: they had the strategy, they had the vision, but they lacked the tools. Their legacy CRM — burdened by five years of custom code and manual workarounds — could not support the kind of modern outreach they needed. Tracking performance was cumbersome, personalisation was limited, and costs kept rising. The company decided to move to Microsoft Dynamics Customer Insights, a cloud-based platform offering AI powered segmentation and deeper visibility into marketing ROI. However, getting there wouldn’t be straightforward. The complexity of the legacy system, combined with undocumented configurations, made the migration feel daunting. That’s where we stepped in. The team deployed SwiftShift, a unique GenAI powered CRM migration accelerator, to simplify and accelerate the process. Using Azure OpenAI, SwiftShift automatically mapped the legacy object model to the Dynamics schema, focusing solely on business-critical functions and removing unnecessary complexity. Amazingly, within just one week, the new environment was ready. We also developed executive dashboards, providing leadership with real-time visibility into marketing performance and outcomes. The results exceeded expectations. The migration was quicker, costs were lower, and the marketing team finally had the tools to act on insights rather than work around limitations. With a clean, scalable AI-powered CRM in place and the data to support their decisions, the team is now equipped to deliver smarter, more personalised campaigns — and see the results more clearly.

AI-POWERED TESTING ENHANCES DIGITAL THERAPY AND TREATMENT

A US-based pharmaceutical innovator known for its prescription digital therapeutics found itself facing a major testing challenge. Its video game-based therapy, designed to improve attention and decision-making for patients with ADHD, relied on realistic gameplay to be effective. However, its testing process — based on simulated bot data — couldn’t replicate the complexity of real-world scenarios. Without a way to extract 3D insights from 2D game frames, the company risked falling behind and impacting patient therapy. The company partnered with us to accelerate development, improve accuracy, and ultimately maintain the efficacy of patient therapy. Combining data science and AI expertise with product engineering, we developed an AI-powered testing framework using Google Cloud Vision AI. A new machine learning–powered super bot was layered onto the existing test environment, simulating immersive, human-like gameplay. Each game frame was captured and converted into structured data using JSON, enabling the creation of adaptive machine learning models that improved over time. We also built a centralised data hub that ingested inputs from multiple systems and supported custom reporting for teams across the organisation. The result was a fully automated testing pipeline that saved more than 50,000 hours of manual work and extended coverage across hundreds of hours of gameplay. The company gained faster, smarter insights and the ability to scale its innovations more effectively. Most importantly, the therapy’s potential impact on patients improved as well — because better testing meant a more immersive and responsive treatment experience, along with positive outcomes.

PROVIDING SPEED AND SCALE IN PAYMENTS WITH INTELLIGENT PROVISIONING

For one of the world’s leading payments companies, staying ahead means moving fast. Every second, millions of transactions pass through its systems. But behind that speed was an operational challenge that was becoming increasingly difficult to ignore. Developers had the freedom to spin up cloud environments as needed, but there was no consistent process for switching them off. Over time, the cloud infrastructure became sprawling and costly, with little visibility into where the expenses were coming from or who was accountable. The company collaborated with us to get back on track. At the heart of the approach was PiPOD (Persistent Intelligent Provisioning On Demand), our in-house AI-enabled platform for layered, on-demand infrastructure provisioning across cloud environments. PiPOD brought consistency to what had been a fragmented process. Teams could provision and decommission environments using infrastructure-as-code, with automated pipelines to keep things moving quickly and efficiently. A built-in scheduler helped control runtime, while routine clean-up was handled automatically. Governance became part of the workflow — not an afterthought. We also supported the migration of applications to a containerised environment using Amazon Elastic Kubernetes Service, improving consistency across teams. A clearer tagging strategy gave business leaders the insights they needed to link cloud spend to actual business value, providing them with greater control over cloud and scale. The results were immediate and long-lasting. Cloud operating costs dropped by 25 percent. Teams moved faster, with greater control. The cloud shifted from being a cost concern to a trusted platform for growth. For a business where every second counts, the transformation wasn’t solely about cost savings — it was about building the discipline to scale without slowing down and enabling growth.

KEEPING A GLOBAL WORKFORCE MOVING WITH GLOBAL SERVICE MANAGEMENT

When a global software security provider was carved out from its parent company, the IT team faced a stark reality. In just a few weeks, they would lose access to every system that powered their service desk. With more than 30,000 tickets a year, some 2,000 employees to support, and thousands of customers relying on them, failure wasn’t an option if they wanted to provide seamless support and satisfactory user experiences. The clock was ticking. They needed a fully independent IT service management platform that could go live in days, not months. We deployed PiCSM, or Persistent Intelligent Cloud Service Management, a prebuilt cloud-based solution for ServiceNow designed to launch service desks fast without the overhead of configuring from scratch. PiCSM came with workflows, AI and automation, and security already embedded. We provisioned a dedicated environment, integrated Okta for secure access, and connected Amazon Connect Telephony to capture tickets from every channel. Three weeks later, the new system was live, and it gave both employees and service desk personnel exactly what they needed. Employees could log and track tickets through a streamlined portal and mobile app. Admin teams had a real-time dashboard to manage requests and enforce SLAs. Performance was measurable, and compliance was built in. What could have been a disruption became a reset and an opportunity to reimagine service desk operations. The company not only met its divestiture timeline, but it also launched a smarter, more scalable support platform in the process, ready to serve employees and customers on Day One.

Software & Hi-Tech

BETTER, FASTER ANSWERS FOR CONSUMERS WITH GENERATIVE AI

Every month, a regional grocery chain shares recipes and food features with millions of readers through its in-house magazine. But with more than 100 editions archived as unstructured PDFs, customers had no practical way to search this content online. What should have been a powerful tool for engagement and product discovery had become an underused digital asset. Rather than simply improving the search bar, the team reimagined something more useful: a chatbot that could actually understand what people were looking for — even if they were not quite sure how to ask. However, building it was not straightforward. The magazine archive spanned more than 10,000 pages, containing everything from scanned images to curved layouts and cluttered tables. We collaborated with the chain to develop a Generative AI-powered chatbot using Google Cloud’s latest language models (at that time) — Gemini and PaLM2 — within a Retrieval-Augmented Generation (RAG) framework that could interpret the disorderly archive. With Persistent’s NOVA accelerator speeding up development, the chatbot was up and running in no time, using Google Cloud's Vertex AI and Cloud Run to ensure scalability and efficiency. Soon after launch, customers began receiving better answers, faster. They could ask about a specific dish, revisit a favourite article, or explore new ideas — and the chatbot delivered. Search times fell by 20 percent, and average order value increased by 25 percent, delivering a rapid return on investment. Now, the team is exploring what else GenAI can offer — such as personalising content, suggesting new products, and making the digital experience feel even more human.

Retail

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