Genpact achieves 99.9% patch compliance at scale

Genpact needed to replace fragmented, reactive device management with a more proactive, data-driven approach to autonomous endpoint management. By combining Omnissa Workspace ONE® Experience Management with Omnissa Workspace ONE® UEM, Genpact gained continuous endpoint intelligence and automated operations at scale. The result was a 30% reduction in annual device replacements, a 43% drop in service desk tickets, patching reduced from two months to seven days, and endpoint compliance increased to 99.9%.

Supporting AI-driven business transformation

Genpact helps enterprises run and transform mission-critical operations through applied AI and process intelligence. Serving more than 800 clients worldwide, the company combines deep operational expertise, technology, data, AI agents, and human judgment to deliver measurable business outcomes. With more than 83,000 professionals trained in data and analytics, Genpact continues to expand its capabilities and scale its impact. Supporting that growth requires a secure, resilient, and high-performing digital workplace that enables employees to work effectively and deliver value for clients.

Manual, reactive IT operations

Delivering that experience consistently at global scale required IT to rethink how it managed and supported employee devices. With more than 100,000 endpoints across 35 countries, the IT team was facing significant operational challenges. Critical endpoint data—including deployment, performance, security, and support information—was spread across multiple tools, leaving IT with limited visibility into the device estate. As a result, many operational decisions were based on fixed policies and manual processes rather than real-time endpoint intelligence.

The impact was particularly evident in Genpact’s device refresh strategy. “We replaced devices based on age and warranty schedules. We didn’t have any data to tell us whether they actually needed replacing,” says Ajay Mori, UC Build Leader, Genpact. As a result, devices were often replaced unnecessarily, increasing hardware costs, while some employees were left using devices that lacked the performance needed for their workloads.

Limited visibility also prevented IT from operating proactively. Performance issues, app crashes, and other device problems were typically identified only after employees contacted the service desk. With endpoint data fragmented across multiple systems, IT lacked the insight to easily identify root causes. It also had no way of understanding the impact of problematic software deployments until updates had reached large numbers of users. This meant thousands of support tickets could be open at any one time, placing enormous strain on the service desk and IT teams.

Many management processes relied on manual effort. Devices were manually imaged, provisioned, and configured. During onboarding, employees had to request access to apps through support tickets, after which IT manually deployed and configured the software each user required.

Rolling out security patches across the environment could take almost two months, making it difficult to respond quickly to newly identified vulnerabilities and maintain endpoint compliance.

“Everything was manual, from device imaging and app deployment to compliance and ticket-based user support. We were constantly reacting to issues rather than preventing them,” says Mori.

Putting endpoint intelligence into action

Genpact needed a new, data-driven approach that would improve operational efficiency, strengthen security, and shift IT teams from reactive support to continuous improvement. To achieve this, the organization deployed Workspace ONE Experience Management to gain continuous visibility into endpoint health and digital employee experience alongside Workspace ONE UEM to modernize endpoint management and automate endpoint operations.

“We chose the Omnissa platform because it’s flexible and customizable. The engineering team helped us build solutions that worked for our organization,” says Mori. “Bringing everything together on a single platform laid the foundation for faster, evidence-based decision-making, and greater automation.”

Workspace ONE Experience Management gives Genpact the intelligence it needs for effective endpoint operations. By collecting telemetry across devices, apps, and user experience, it enables IT to understand how endpoints are performing in real time. Instead of replacing devices based solely on age, Genpact can now identify which devices genuinely require replacement, extend the lifecycle of healthy devices, and determine which users will benefit from higher-performance hardware.

Workspace ONE UEM is the execution layer. New employees can self-enroll their devices using Windows Autopilot, with the management tool automatically provisioning apps, policies, and access based on predefined user personas. This has removed manual provisioning and significantly reduced the need for service desk intervention.

The same model has been applied to ongoing operations. Vulnerability data from a third-party tool is used to automate phased patch deployment through Workspace ONE UEM, while Workspace ONE Experience Management monitors the impact of each deployment on endpoint health and user experience. If telemetry shows a patch is degrading performance, deployment can be paused before reaching the wider organization.

“As soon as we send out a patch, we can instantly see if the user experience is degrading. We can pause it right then and there, so users never experience the issue and those tickets never get raised,” says Mori.

Desired State Management, sensors, and automated workflows are used to identify non-compliant devices, while Genpact’s AI agents determine and orchestrate the appropriate remediation through Workspace ONE UEM. If automated actions are unsuccessful, users are prompted to resolve the issue themselves before issues are escalated to the service desk.

Genpact further extended this approach by developing internal AI agents that use Workspace ONE APIs to automate routine endpoint management and operational tasks. Workspace ONE Experience Management continuously identifies issues through endpoint telemetry, while Workspace ONE UEM executes the required actions through automated workflows.

“Autonomous endpoints to Genpact means AI executes and human governs,” says Mori. “Genpact’s AI agents can identify or propose actions, while Workspace ONE carries out remediation, monitors outcomes, and supports human approval for higher-risk actions at scale.”

Delivering measurable operational outcomes

Consolidating endpoint management, user experience monitoring, and automation on the Omnissa platform transformed the way Genpact’s IT team operates. With a unified view of endpoint health and digital employee experience, IT can now make faster, data-driven decisions, validate changes before they affect users, and proactively identify and resolve issues before they impact employee productivity.

The impact has been significant. “With the Omnissa platform, we’ve reduced yearly replacements by 22,000 devices, almost a 30% saving,” says Mori. “It’s also helped our user experience. People are no longer saying, ‘I have a slow machine’ or ‘I have constant app crashes’ because we’re using all the telemetry and taking proactive action because of it.”

By automating phased patch deployments with Workspace ONE UEM and validating each rollout with Workspace ONE Experience Management, Genpact has reduced endpoint patching times from almost two months to 28 days. The introduction of Genpact’s AI agents to orchestrate remediation workflows further reduced the patch cycle to just seven days. The same automated approach also strengthened endpoint compliance, increasing it from 98% to 99.9% through continuous monitoring and remediation.

Insights from Workspace ONE Experience Management, combined with automated remediation through Workspace ONE UEM, have reduced monthly service desk ticket volumes by 43% and app crashes by 98% and improved device performance across 68% of the endpoint estate.

Beyond the measurable improvements, the new level of automation has enabled the IT team to work differently. They can now focus on improving endpoint health and enhancing the digital employee experience. “Our engineers and service desk no longer just do routine tasks for individual users, now they working proactively and at a much larger scale,” says Mori.

Lessons learned

For Mori, the biggest lesson has been that endpoint management should be driven by real-time telemetry rather than assumptions or fixed schedules. Giving IT continuous insight into device health and employee experience enables better decisions, more targeted investment, and a more proactive approach to endpoint management.

“If you’re still using spreadsheets and worksheets to replace your devices, you’re leaving millions on the table because you’re replacing the wrong devices,” says Mori. “You’re replacing based on schedules, not based on user needs. Use the DEX data to replace the right devices for the right users.”

Looking ahead

Genpact plans to continue expanding the use of AI across endpoint management, automating more routine operational tasks while maintaining human oversight of higher-risk changes. The Omnissa platform will continue to provide the endpoint intelligence and automation that underpin this approach.

About Genpact

Genpact (NYSE: G) is the Agentic Operations company, where applied AI meets context-rich process intelligence. With an annual revenue of approximately USD 5.1 billion, it runs and transforms mission-critical operations for global enterprises, grounded in decades of operating core business processes at scale.