Cognizant Technology Solutions : Solutions : Software Application Services

	Application Management
	Application Development
	Enterprise Application Integration
	Reengineering & Migration
	Testing Solutions
	Our Partners
	Client List

24X7 Global Application Support: Duty Free Shops

Client

DFS Group Limited is the world’s leading retailer for international travelers. Founded in Hong Kong in 1961, DFS is now the largest business of Moet Hennessy Louis Vuitton (LVMH), a French luxury goods conglomerate. DFS is a luxury goods retailer offering branded merchandise to travelers at significant savings, compared to their domestic prices. After a decade of rapid expansion in operations, DFS presently has more than 150 stores in 16 countries throughout Asia and the Pacific Basin, including the West Coast of North America. Primary store formats include DFS Galleria, anchor stores, duty-free and general merchandise concessions, boutiques in leading hotels and resorts, and specialty stores. DFS stores are located at major international airports as well as near hotels and restaurants in major cities.

Situation

The client operated in nine different regions spread across the U.S. and Asia. Each region had its own application system, totaling over 250 applications. These applications were on multiple platforms, AS/400 being the predominant one. The client also had a core Merchant Common System (MCS) used in various regions with some region-specific modifications. Each region of DFS operations had its own IT support team. The client had disparate IT teams working on a vast array of platforms with a large geographical spread. The client wanted to consolidate the support of its corporate and regional applications under one roof.

Solutions

Cognizant provided specialized IT systems support and put an end to cost escalations by leveraging a strong process-driven maintenance model and a large pool of talent.

Faced with several challenges in terms of complexity and multiplicity of applications across regions, Cognizant enabled smooth knowledge transition and established a common framework across locations. Cognizant deployed a single team of dedicated professionals under its tried and tested Onsite/Offshore model, with different sub-units taking care of various regions. Support for all applications was provided under a single umbrella and a seamless transfer of knowledge across sub-units became the key to eliminating duplication of efforts. Knowledge sharing was formalized under an elaborate Knowledge Management System (KMS).

Cognizant brought in industry-leading quality processes in the form of reviews, checklists, and documentation for the client’s systems. Cognizant used Task Management System (TkMS) to ensure a quicker response to client requests and to manage requests efficiently. Currently, Cognizant provides 24x7 maintenance support. Benefits of the solution included:

Enhanced quality of support
Increased knowledge-sharing across regions and applications, and reduced duplication of effort
Good quality documentation, reviews, and checklists for DFS applications, through Cognizant’s SEI-CMM Level 5 approach towards processes
Ability to get a complete picture of global support functions and their performance through high-quality TkMS metrics on call management
Strategic outsourcing of the IT needs of DFS, that enabled the freeing of critical resources and a reduction in application maintenance cost
Availability of a vast pool of professionals with required skill sets and the ability to ramp up resources within a short period of time
Simplification through application consolidation

“Cognizant rated to have best delivery capability among offshore players"
Morgan Stanley,
CIO survey