Jul 11, 2012
Leading UK multi-channel retailer boosts a clear scale advantage by enhancing its nationwide operation through streamlined service management.
  • Main challenges

    With a staff of 50,000 responsible for €6.5 billion worth of sales of 71,000 products across 1,079 stores, three transactional websites and one TV shopping channel, this retail group accounts for 10% share of the general merchandise market. Operating from a clear scale advantage, the group’s vision is to shape the future of shopping with businesses that bring unrivalled convenience and value to customers, whether shopping at home or on the move. It believes in multi-channel expertise to boost its competitive advantage.

    The group recognised that optimised IT service management would play a crucial role here, particularly through an enhanced customer experience.

    The group’s service manager describes the challenges: “On examining the processes, running cost and staff operation of our whole customer support facility, we concluded principally that customer response levels would benefit from a leaner operation and store staff would work more effectively through a mobile facility. These changes would in turn reduce the cost to our business of running IT service management while enhancing the perception business holds of IT.”  The client’s existing service management software solution, BMC Remedy ITSM 7.03, had been heavily customised over time to handle incident and problem management as well as change processes, which resulted in an increased performance overhead. 

  • What did we solve?

    "The partnership with Devoteam is set to ensure that the client will achieve its vision to shape the future of the multi-channel shopping experience through a transformation of service management"

    Applying knowledge gained from our centres of excellence, where shared expertise between related vendor technology centres provides Devoteam with unequalled technical depth, we recommended a move to Software as a Service (SaaS) infrastructure with a leading cloud solution for enterprise service management, ServiceNow.

    Built on a single platform and with 95% of the SaaS IT service management market share, ServiceNow automates enterprise IT operations and, uniquely, creates a single system of record for all IT processes within a company. This ITIL-compliant productivity tool is so intuitive it is used by all types of business users from the CIO, service desk staff to internal customer-facing personnel within all departments. It would enable the group’s store employees to collaborate effectively anywhere.

    Devoteam’s full programme of user training included transfer of knowledge and skills to ensure effective operation by the client of its new solution.

    Over three months, Devoteam implemented four applications within ServiceNow for use by employees in 750 stores and 300 IT users, thus standardising the business on a single solution with better aligned processes. 

  • Main benefits

    In choosing Devoteam to investigate and implement a new solution, the client recognised two critical points – our understanding of their complex business processes and our independent approach.

    Adoption of the ServiceNow platform has given the client a service management solution that aligns with its long-term strategy for service delivery to support the growth of the business with a standard and supported upgrade capability through the entire IT Infrastructure Library (ITIL) service lifecycle.

    Since implementation, the client has reduced the annual cost of its service management while enhancing the service, thus permitting greater investment for growth. Devoteam’s out-of-the-box approach, with its focus on function for dramatically quicker implementation, has also improved the client’s time to market dramatically. The new reporting facility, with its unique single system of record, has given greater visibility leading to better execution of operations.