HCLTech conducted multiple cross-functional discovery workshops with the client and the incumbent vendors to understand the various technology and applications stacks of the client’s ‘run’ operations. The team also analyzed the behavior of the commerce-site with digital shoppers, such as page refresh, visitor traffic, frequency of visits and check-out to conversions. These discovery and consulting sessions helped HCLTech arrive at the solution tenet of “small operations powered by innovation” and establish a unified IT operating model to deliver managed support services.