For a major North American retailer, a manual, inefficient IT support system hindered its operations, leading to bad user experiences, backlogged service requests, displeased customers and financial losses. The company held leading positions in retail segments ranging from groceries to pharmacies, but its sluggish IT service desk at times kept customers waiting on the line for up to 50 minutes.
Understanding the need to overhaul its IT service desk operations, the company approached Cognizant's retail technology experts. With a limited brief to support the system and database administration functions, we first applied a platform-based approach to service delivery and leveraged intelligence from IT operations to automate processes and requests involving manual effort. We also introduced an IT self-service portal that uses industry-standard tools such as Ayehu eyeShare and UiPath robotic process automation to help staff order consumables and dispatch tickets directly to the hardware vendor. By routing calls for these issues to the self-service portal, we were able to address 11% of the retailer’s problems more cost effectively without human intervention. Next, we introduced a unified experience desk for all IT-related issues, providing standardized response and resolution times across channels, including phone, chat, web and mobile.
At present, more than 9,000 service requests are handled automatically every month across the company, with 45% of event-generated incidents resolved through automation. The mean time to repair faults has dropped by 40%.
We eliminated 30% of trouble tickets by enabling correlation and optimizing monitoring. Staff spend less time dealing with IT systems and more time dealing with customers, which alone is worth between $500,000 and $750,000 to the business every year.
saved in eight years
event resolution through infrastructure automation
drop in mean time to repair
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