HCL Provides End-to-End Management
of Tier-1 Applications for a Leading
Apparel and Footwear Brand
Region
Industry/ Domain
Functional Area
Area of engagement
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:
:
:
US, Canada and Europe
Retail/ CPG - Apparel and Footwear
IT Consultation and Support, Maintenance, Enhancement
Complete IT support to all of the client’s constituent
companies, including on-site production support and
enhancement
Client Profile
Our client is a US manufacturer and retailer that designs, engineers, markets, distributes
and sells premium quality footwear, apparel and accessories for men, women and
children. The firm sells its products through 250 company-owned stores, and through
department and athletic shops in Asia, Canada, Europe, Latin America, Middle East and
USA.
Key Business Challenges
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Lack of knowledge base and documentation leading to high cycle time in issue
resolution and low customer satisfaction
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Very less/ no availability of support during Europe and Asia timings leading to business
loss and low customer satisfaction
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Immature quality and testing processes
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Extensive customization leading to steep learning curve
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Complex systems integration requiring high cycle time for issue resolution
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High volume of tickets in a few critical applications
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Very low availability of Manugistics collaborate application due to frequent crashes
leading to loss of revenue due to delay in Business process.
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Reporting cubes not available on time
Enter HCL
In 2008, the manufacturer set about fine-tuning its Product Lifecycle Management (PLM).
It engaged HCL Technologies, to provide expertise in PLM management.
The client had a decentralized organization running multiple systems with the same teams
helping to build new things for the business, while supporting the existing systems. HCL
eventually took over the entire set of applications, which “helped free up their limited IT
resources, which had a good feel for their business and their systems”.
HCL Services Snapshot
Service Areas: End-to-end management of client’s Tier-1 application services including
support (24x7), maintenance and small enhancements, incident, problem and change
management, automated testing and creating regression test suites for client’s Tier-1
applications interfaces, database Support for the client’s development and production
environment, development activities (primarily EDI development) and other areas
Tools and technologies: AS/400, Cognos, JDA Manugistics, Oracle, PL-SQL, SAP and
Java
Methodologies: (N/A) ITIL V3-compliant processes for support and CMMi-compliant
process for application development
The HCL Difference
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Reduced cycle time using offshore- onsite model and extending 24/7 production
support across three GEOs
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Resource optimization with cross-trained resources
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Implementing HCL enrich OMS processes and building teams to ensure quality and
process compliance
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Created error-known database and SOP as per ITIL best practices resulting in
improved MTTR and improved customer satisfaction
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Built documentation knowledge base for existing interfaces for all applications
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Helping business by reducing overall ticket count by 25% through preventive
maintenance and RCA and in the process also improving application availability
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Highly skilled resources absorbing the complexity in a short period of time requiring a
flat learning curve
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Formulated SIP and support readiness checklists
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Worked closely with business to better understand the pain points and address them
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Worked closely with the vendor to swiftly eliminate out of the box issues
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Created Value Portal to showcase HCL’s competency
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Version controlled source code
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Training user community led to reduction in cycle time of user requests
Business Benefits
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Successfully implemented 39 new EDI trading partnerships resulting in a $40-$50K
savings/ year
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Successfully retired 25+ unwanted cubes which improved the overall nightly batch
time and COGNOS report SLA
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Ensured 100% application availability
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Improved European cube availability by 40%
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Improved MTTR by ~20% by employing KEDB
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15% reduction in high/ critical incidents by employing preventive maintenance
The Current Scenario
HCL has become a one-stop
shop for all types of IT help.
The client has achieved 2030% cost savings compared
to costs associated with
hiring local IT staff for
carrying out the same tasks.
HCL’s engagement with the client has helped to ensure availability of Tier-1 applications
at all times for the business, leading to improved time-to-market. HCL has delivered 3040% direct savings to the client in the last three years from application support and
maintenance, while reduced aging of 30-day old tickets to zero.
Hello, I’m from HCL! We work behind the scenes, helping our customers to shift paradigms
and start revolutions. We use digital engineering to build superhuman capabilities. We
make sure that the rate of progress far exceeds the price. And right now, 90,000 of us bright
sparks are busy developing solutions for 500 customers in 31 countries across the world.
How can I help you?
www.hcltech.com