HCLT Case Study: HCL optimizes cost and enhances performance for a leading retailer


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http://hclte.ch/IsWDFL - More on Retail and Consumer

http://www.hcltech.com/ - More on HCL Technologies

HCL bolstered Cost Optimization and Operational Excellence through Global Shared Services for World’s leading Global Information Services Company. HCL helped restructure and grow GSS operations by moving from a federated BU-Centric model to a centralized shared pool, this not only led to cost and operational benefits, but the savings too were re-invested into transformational projects for the client.

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HCLT Case Study: HCL optimizes cost and enhances performance for a leading retailer

  1. 1. HCL facilitates a leading retailer optimize its operational IT costs through managed servicesCUSTOMER DESCRIPTIONRegion: USAIndustry/ Domain: Retail - Apparel, home, family and health care productsFunctional Area: Supply chain planning, integration and execution, retailmanagement, retail web management, infrastructureBACKGROUNDThe client is a chain of leading retail stores based in the United States.With annual revenue of 4 billion dollars and more than 16,000 employees,the company operates over 160 storesKEY BUSINESS CHALLENGES & CLIENT REQUIREMENTSThe business challenge for the client was to maintain a profitable growthin the changing business landscape. This was the driver for the client toconcentrate on its core competency of retailing while handing out the IToperations to HCL. The client wanted to do away with its entire IToperations from development, maintenance and support of keyprocesses to infrastructure support, customer support and servicedelivery.? Outsource internal IT division? overall cost of ITReduce
  2. 2. Customized data centre hosting?DC consolidation within the stipulated timeframe?? technology risks associated with unsupported or non-strategicReduce hardware and software? flexibility and agility of service model to reflect future businessImprove requirements?vendor management overhead through strategic partneringReduceENTER HCLHCL embarked on this journey in May 2010. HCL was selected by the? client for its expertise and proven methodology in managing the breadth of applications and infrastructure related componentsCollaboration: The co-sourcing vs. outsourcing model was the key? focus?Other factors that facilitated the selection were: Relationship style: Co-sourcing model with client retaining ? strategic control and HCL executing operations and projects; flexibility in relationship Best practices: Introduction of ITIL framework; SLA metrics ? orientation and technology solutions leveraging industry knowledge, service request automation Onsite-offshore cost effective model which considerably reduced ? the cost of project implementations ?to the best in class IS capabilities and latest technologies Access ? infrastructure and operations (IOMC) model Integrated HCLs strong presence across America ? Experience in the DC migration and consolidation ?THE SOLUTIONDe-risked transition? Transition: Rehire to retain the business knowledge & Waved ? approach Higher initial onsite ratio ?? performanceImproved ?the current levels of SLA Maintain ? industry benchmarks, where SLAs are not dependent on Improve existing environment ? plan to cover gap between target and current SLAs, if any Defined ? use of industry best practices and tools Increased
  3. 3. ? operational riskReduced ? execute change that is not constrained by available Ability to capacity ? SLAs on increased project activity No risk to ? of people risk to HCL Transfer ? visibility in operations Increased?capacity and costsVariable ? Pool of business knowledge and technology expertise ?enhancement effort to meet the basic development need Built-in ? development only team aligned with actual planned Variable demandHCL SERVICES SNAPSHOT? services: Service desk, desktop support, Wintel (includingCustomerVMware and Citrix), IMAC, service improvements (ITIL processes,automation and reporting), account management, networks support,networks security and system security? services: Unix, Mainframe admin, SAN, DC operations,Data centerWebsphere application server, Websphere MQ, database (Oracle andMS SQL) and tools?Tools: Ciscoworks, Netcool, Control-M, CA Unicenter, SolarWinds,Veritas Netbackup, HP Open View, Riverbed CascadeHCL OFFSHORES SERVICES? desk/ Vendor management/ Co-ordinationIT service24x7 Infrastructure monitoring/ Production support?? 3 support for servers/ Storage/ Back-up/ DBA/ Mainframe/Level-2/ Networks/ Windows/ UnixSecurity?24x7 application operations support?HCL ONSITE SERVICESEngagement management/ Customer touch point?Technology refresh, architecture, engineering?? through partner (Fujitsu)Hosting
  4. 4. BUSINESS BENEFITSOnsite-offshore cost effective model, which considerably reduced? cost of projectsIntegrated infrastructure and operations (IOMC) model?Introduction? of ITIL framework; SLA metrics orientation and technology solutions leveraging industry knowledge, service request automationEnhanced responsiveness to business needs?Substantial cost-saving by “managed services” model and by? leveraging offshore for IT service delivery? available for changing business needsSkill poolHCL partnership will strengthen the client’s information services team? to provide better/ optimized solutions for the business problems/ needsHCLs work experience with various retail customers and retail CoE? will enable thisENGAGEMENTS HISTORY/ CURRENT STATUSWe started this journey during the later part of 2010; currently,Infrastructure support is managed completely by HCL?Apps support and an enhancement (for SCM and CORP tower) is fully? managed by HCLWith HCLs? CoE strengths, projects like Hyperion upgrade, eCommerce workflows are being executed Hello, I’m from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions. We use digital engineering to build superhuman capabilities. We make sure that the rate of progress far exceeds the price. And right now, 90,000 of us bright sparks are busy developing solutions for 500 customers in 31 countries across the world. How can I help you? www.hcltech.com