www.hcltech.com
Proactive
obsolescence
powered by
HCL helps the customer get the most out
of IT operations by extending support
through Managed Services
Case study
The Customer
A leading specialty retailer of fashionable clothing for women in the United States. The
company operates about 1000 retail stores under its various brands in about 50 US
states, the District of Columbia, Puerto Rico and Canada.
Snapshot
• Vertical: Retail
• Service Areas: Application Support & Maintenance; partner in strategic programs,
Application Development, Enhancement & Technology Migration; Support of
Legacy Applications and 24/7 Infrastructure Support services
• Technologies: PL/SQL, Oracle 10g, 11i, Java/J2EE, WebSphere Application
Server, Cognos, VB.NET, ASP.NET, IIS, Web Method 7.x. Remedy, Mainframes, QC
• Methodologies: ITIL V3 Compliant processes for support, Agile and CMMi
Compliant process for application development, HCL’s OMS
Business Challenges
• To focus on core competency
• To achieve business transformation
• To reduce costs and operational expenditure
• To mitigate business risks
• To explore omni-channel initiatives for transformation
www.hcltech.com
The HCL Solution
• Offered transparency in services through well-defined CPIs, KPIs, SLA adherence
and dashboards-based reporting.
• Ensured integrated delivery and provided a single face to the customer through the
Integrated Solution Delivery (ISD) ways of working.
• Employed a managed services model, moving away from a staffing-only model, to
bring in benefits such as improvement in the quality of service and faster
go-to-market for customer’s new initiatives.
• Managing support (L1 & L2), maintenance & enhancements (ASM/ADM) for to
several mission-critical applications besides multiple other critical applications. The
Store System and related store enablement applications forms the majority of the
critical application list.
• Leveraging seamless MPLS connectivity to offshore development centers at
Chennai and Noida.
Benefits to the Customer
• Ability to focus on core business areas as HCL functioned as an extended IT arm,
taking over end-to-end ownership of all of the customer’s IT needs
• Substantial cost-savings by leveraging HCL’s managed services model
The HCL Difference
• Provided much required retail domain knowledge coupled with skilled technical
competence
• Significantly improved the quality of service through proactive initiatives and
structured governance with clear escalation mechanisms
• Achieved service level improvements through problem management, cross skilling,
proactive maintenance (Defect Prevention Analysis), usage and development of
self-service tools and portals, structured documentation and regular updating of
the run-book
• Established the client academy for quicker ramp-ups