Client
The client is a UK-based Home Improvement Retailer serving three customer segments: Local trade, Do-it-for-me, and DIY retail. The client’s business model is characterized by digital leadership, service-oriented operations, and cost-efficient integration. They boast a network of 160+ modern-format stores in their home country and an additional 200+ stores in the UK. Their mission is to create an inclusive and eco-conscious business, empower their workforce to support communities and customers, and contribute to environmental sustainability in response to climate change.
Challenge
- Frequent downtime of applications and Infrastructure impacting business performance
- Unreliable and reactive processes causing bottlenecks and hampering user experience exacerbated by insufficient coverage to stores and distribution centers
- Platforms and service integration challenges affecting fault diagnosis and high turnaround times
- Multi-vendor model leading to a lack of service ownership
Solution
The Hexaware Solution:
- Integrated technology operations for over 250 stores and distribution center network, delivering enterprise and end-user services, application support, security, enterprise computing, and network services
- Intelligent and automated self-service, persona-based support enabling multi-channel service including phone, web, email, and chatbot services
- Seamless, context-aware user experience through live sentiment analysis, and service feedback
- L1 and L2 support ownership for 350+ applications covering the complete retail value chain including planning, merchandising and procurement, store operations, supply chain, HR, corporate finance, and customer service
- Implemented privileged identity management establishing secure access
- Security end-point management and vulnerability remediation services
- Technology asset management and service integration for all enterprise platforms
- 24×7 intelligent command center for application and infrastructure performance monitoring
- Implemented one-stop shop knowledge management platform for both business and technology users
Benefits
- 60% reduction in resolution time owing to Improved user experience with proactive services and real-time insights
- 33% reduction in incidents with automation-driven left-shift enablement
- Consistent and unified user experience for all stakeholders and endpoints in the entire ecosystem
- Improved information access, service process agility, and employee onboarding and training
Summary
Hexaware established a fully functional and stable IT service management system as the core custodian of the client’s IT landscape. We delivered a context-aware omnichannel solution embracing automation and improving user experience across touch points. Our comprehensive service management solutions renewed organizational trust in IT support capabilities.
