Overview
Running a vast retail network requires an IT ecosystem that operates with precision and reliability. The client, a Fortune 500 discount retail giant, faced persistent challenges that slowed operations and impacted customer experience. Critical system failures, frequent job disruptions and inefficiencies in inventory management created constant hurdles for their business.
With thousands of stores depending on seamless IT operations, every disruption had real consequences—delayed processes, out-of-stock situations and lost revenue. Recognizing the need for an advanced, scalable solution, the company partnered with us to overhaul its application management, introduce AI-driven automation and modernize its IT framework.
The Challenge
Recurring system failures strained the client's IT operations. A high volume of incidents, including critical P1 and P2 issues, required immediate intervention. Job failures began creating ripple effects that delayed essential tasks. Inventory management faced multiple roadblocks, leading to frequent out-of-stock scenarios that affected sales and customer experience.
These inefficiencies created a cycle of reactive problem-solving, where teams spent valuable time addressing issues rather than improving performance. The need for a structured, technology-driven transformation was evident.
The Solution
We introduced our Integrated Service Delivery (ISD) model to bring structure and predictability to operations. The goal was to shift from reactive firefighting to proactive management. Our approach focused on three key pillars—automation, modernization and reliability.
Hyperautomation initiatives implemented:
- AI Force for Ops
Hyper-automation through AI Force for Ops allowed us to detect anomalies, predict failures and prevent disruptions before they escalated.
- Service request catalog for logistics
We deployed a structured catalog covering eight service request types, streamlining logistics and improving response times.
- Smarter inventory management
Enhanced system intelligence helped prevent out-of-stock scenarios by aligning demand with real-time data.
Modernization initiatives implemented:
- SAP implementation
We modernized core business applications with SAP, improving efficiency and integration across critical business functions.
- Cloud, AI/ML and DevOps integration
We utilized cloud platforms, AI-driven analytics and DevOps automation to enhance efficiency, security and application reliability.
Reliability initiatives implemented:
- Proactive monitoring for high-availability processes
Critical operations such as Sales Flash and certificate renewals were continuously monitored, preventing disruptions before they could impact the business.
- Deep-dive root cause analysis
We conducted extensive trend analysis to eliminate recurring incidents at the source, preventing repeat failures and reducing downtime.
Our agile implementation methodology ensured that improvements were introduced in a phased, structured manner, minimizing disruption while maximizing impact.
The Impact
Our solutions delivered measurable impact, shifting IT from a bottleneck to a business enabler. With AI-driven automation, proactive monitoring and structured service delivery, the client's IT operations became faster, smarter and more reliable.
- 22% optimization of OPCON tasks, improving overall process efficiency.
- 32% reduction in business incidents, minimizing operational disruptions.
- 36% decrease in job failures, ensuring better system reliability and uptime.
This transformation allowed IT teams to shift their focus from repetitive troubleshooting to strategic growth initiatives, strengthening overall business resilience.
Beyond the numbers:
Our client valued our commitment to performance and reliability. Our approach improved their efficiency and instilled confidence in the IT infrastructure supporting their operations.
HCLTech upheld an impressive ~99% Service Level Agreement adherence, delivering consistent, high-quality service. We achieved a remarkable rate of first-time resolution success, with 0.5% of cases being reopened, highlighting the effectiveness and permanence of the solutions provided. Furthermore, 84% of incidents were resolved within 4 hours, significantly minimizing downtime and ensuring operations continued smoothly.
Beyond these metrics, our collaboration established a resilient technology foundation that supports business expansion without the risk of system failures or inefficiencies.
Celebrating success:
With a modernized IT framework in place, our client is now positioned to scale operations effortlessly while maintaining a resilient, high-performing IT ecosystem. The partnership with HCLTech has redefined how technology supports their business, transforming IT from a cost center into a growth enabler.
This success story is a testament to what happens when expertise, automation and a structured approach come together. At HCLTech, we go beyond fixing problems—we unlock potential, ensuring businesses have the agility and resilience to thrive in a competitive marketplace.
