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Managed Support Services - Global Retailer |
With a remit to strategically develop and manage a network of service outlets in over 40 countries, this global retailer identified the need for a fully managed service to support the diverse number of GIS-based retail network planning applications used by the individual operating companies.
Informed Solutions' Operations and Technical Consultancy Services group worked closely with the client to establish a configuration management plan and a comprehensive, hosted support environment. This hosted environment replicates the various application configurations and is in turn supported by back-to-back agreements with a number of third-party technology suppliers. Informed Solutions' Client Support HelpDesk ensures that all calls are logged, tracked and resolved within the service level agreements and that specialist services are provided to the individual operating companies as needed.
The most immediate benefit of this new support arrangement has been improved responsiveness and productivity in the network planning function, resulting from significant reductions in the time and effort required to complete the installation, configuration, data loading, use and maintenance of applications. The availability of enhanced support services has also improved application usability and reliability which, in turn, has led to much greater acceptance of the applications.
Overall, the client has noted more widespread adoption of the applications, which advances the strategic objective of attaining a definitive corporate standard and a more consistent approach to the network planning process. Significant performance and productivity gains have also been evident in the preparation of network plans where the improved turn-around times have delivered real operational benefits to the individual operating companies.
