Optimizing Large Business Operations
Our leadership team turned around operations, customer journey, and workflow efficiency within one of the largest retailers in the world!
The overview of the case study is to understand:
1. The Problem
2. The Strategy
3. The Solution
4. Successful Result
Major Retail Case Study
Revamping a major retailer's operations...
1. The Problem
A major retailer's business operations was growing out of control with over 100 independent platforms and workflow applications being used company-wide.
They needed a solution to centralize their business functions, engage and manage customers and keep employees on the same page working together.
Should they solve this with current staff, or invest in expert help?
2. The Strategy
The company brought in an expert in customer journeys, business operations and maturity to assess the organization.
The mission was to prioritize opportunities and design a program consolidating the abundance of applications into a cohesive working platform. The system should provide transparency into the end-to-end operations, and also an end-to-end customer journey including enhanced resource management.
By bringing in an expert, they received experienced feedback and solution recommendations leading to better decision-making power and best practices.
3. The Solution
End-to-end programs were implemented, over 100 scattered applications were cut down to a handful of integrated cloud applications tailored to automate and optimize operations.
With a new "lean-ops" platform, multiple departments can now work together on priorities and make better data-driven decisions.
Results: Task completion rates improved, incident cases reduced, CSAT improved, and the business grew. Also, thousands of hours a month was recovered to be used elsewhere.
4. Successful Result
$12 million in identified operational savings
Successful implementation ITSM/ITIL functions
Reduction of cost per unit
Reduction of cost per contact
Dramatic improvement of CSAT, ASA, AHT and abandoned rates
99.99% infrastructure availability
90% same day support SLA
Hit and exceeded all service level metrics for all departments
Seamless Technology Management - 5 locations
We know what success looks like!
Initiative Key Results:
$12 million in identified operational savings
Successful implementation ITSM/ITIL functions
Reduction of cost per unit
Reduction of cost per contact
Dramatic improvement of CSAT, ASA, AHT and abandoned rates
99.99% infrastructure availability
90% same day support SLA
Hit and exceeded all service level metrics for all departments
Seamless Technology Management - 5 locations
