Improved User Experience for a UK-Based Home Improvement Retailer 

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.

Challenges

• 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.