Improved User Experience for a UK-Based Home Improvement Retailer  Improved User Experience for a UK-Based Home Improvement Retailer 

Improved User Experience for a UK-Based Home Improvement Retailer 

Revitalizing Organizational IT Support through Context-Aware Service Management Solutions


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. 


  • 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 


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  


  • 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 


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.  

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