Wednesday, July 23, 2014

Client Showcase: Retailer Better Meets Customer Needs with Managed Services

Prolifics is committed to helping our clients create (and grow) competitive advantage in their industry. We are proud to have empowered this well known Retailer to do just that, again. After a successful e-commerce solution, Prolifics and our client teamed up again to bring ongoing managed services to further differentiate from the competition.

Our client is a high-end department store chain based in the United Kingdom. Business leaders previously began a strategic initiative to expand the Company’s e-commerce capabilities by expanding the product lines available online and improving connectivity with their distribution service to shorten delivery times in support of a higher volume of online purchases. Prolifics successfully led the implementation of a centralized Warehouse Management System (WMS) that would serve as the foundation for this project. The Prolifics team continued to provide support as needed to deliver the necessary IBM WebSphere MQ and IBM Integration Bus skills required to troubleshoot issues and make updates within the system. Over time, the Company found that their internal IT staff was spending approximately 60% of their time supporting the WMS production environment rather than deepening the capabilities of the solution. Finally, as ad hoc support service costs for the solution began to balloon during the holiday season, their busiest season for online purchases, business leaders began to explore better long-term support options with Prolifics. Valuing the deep technical expertise Prolifics has with IBM WebSphere MQ and IBM Integration Bus, our client engaged the Prolifics team to provide ongoing managed services in order to effectively maintain their WMS system while releasing internal staff to focus on other critical business issues. Prolifics recommended the implementation of SmartCloud APM and SmartCloud Control Desk to enable real-time alerts and provide a centralized ticketing system for submitting and addressing IT issues. Prolifics experts then led the implementation of these tools and developed reasonable service level agreements (SLAs) for the ongoing services that would meet the Company's needs. With managed services now in place, the Company is assured of timely, knowledgeable support for the more than 50 workflows in their WMS solution, with dedicated Prolifics staff available during regular call center hours to rapidly address issues and provide development support as needed. Further, with the new monitoring tools in place, staff can more proactively identify and address potential failures to ensure functionality and ultimately create a better user experience for online consumers.

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