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Spinning off Success

Large US retailer smoothly transitions its IT operations in the midst of a demerger

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  • line-midChallenge
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Client

IT transition is always a complex process, and a demerger can complicate it further. Our client is one of the largest clothing retailers in the US, with 900+ stores across the country. They faced a formidable IT transition challenge to address amidst a demerger. With a massive IT infrastructure, the client had the daunting task of achieving a comprehensive IT transformation within a stringent 4-month period.

Challenge

The client, transitioning into a standalone, publicly traded company, faced the colossal task of replacing its entire IT infrastructure within four months. Amidst a demerger, the retail giant had to manage over 900 stores and a vast IT network, including 280 applications, two data centers, and 50 SaaS applications, while supporting nearly 8,000 devices and 16,000 users. The operation involved coordinating with multiple vendors, evolving organizational roles, and preserving critical knowledge. With over 30 servers, 400 VMs, 100 databases, 800TB of storage, and 2,000 network devices, ensuring a seamless transition was crucial. The client required strategic execution under tight deadlines and business continuity and efficiency during a complex business transformation.
Their challenges included:
1

A pressing need to replace the full set of IT services for a massive infrastructure

2

Complex and extensive IT landscape across 900+ stores across different time zones

3

Very short timeline (4 months) with stringent SLAs

4

Multiple vendor transitions for different products, projects, and services

5

Evolving organization with several role changes leading to tacit knowledge loss

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Standard operating procedures, knowledge articles, processes, and tools

Solution

BCT devised a comprehensive solution that not only addressed the immediate needs of IT transformation but also laid the groundwork for a resilient and future-ready IT infrastructure. The strategic approach, driven by leadership commitment, helped with HR and talent acquisition for a smooth transition. Effective planning and methodology accelerated hiring, with the support of governance structures that encouraged adaptability. The 'Fit for Future' framework guided the transition, incorporating management, command, and development centers essential for transformation. BCT ensured continuity with comprehensive support for over 240 applications, bolstered by IT Service Management (ITSM) and cross-functional services for incident, change, and problem management. Round-the-clock service desk support, alongside software, hardware, and infrastructure services, catered to immediate needs and established a foundation for a robust, future-proof IT ecosystem.
1

Resilience and future-ready IT infrastructure

2

Talent acquisition, rebadging, and training

3

Meticulous planning using the ‘Fit-for-Future framework

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Strong governance with greater adaptability and agility

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Pre-emptive approach to risks

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Application maintenance and support for 240+ applications

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IT services management, infrastructure, and cross functional services

Impact

BCT's IT overhaul for the client was pivotal, enabling agile navigation through a complex demerger. A unified tracking tool allowed precise progress monitoring, while bridge support ensured knowledge retention and continuity. Proactive monitoring and VIP support for stores led to swift issue resolution, minimizing operational disruptions. Automation boosted the transition, achieving a 99.37% SLA compliance rate. The solution helped the client achieve a 7.5% operational cost reduction year-on-year, with a 20-25% reduction projected over five years. Service quality remained high, with a 50% ticket reduction and an 88% first-call resolution rate, surpassing the 70% industry standard. Ticket aging remained below 0.5, reflecting BCT's prompt service. These efforts not only streamlined the client’s IT but also fortified its future in the competitive retail sector.
1

Enhanced overall operational efficiency

2

Bridge support for the transition phase

3

Proactive monitoring and Express Lane VIP support

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Automated process discovery and documentation

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Over 99.37% SLA Compliance

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Reduced operational costs

7

Ticket reduction from 16K tickets/month to 10K tickets/month

8

First call resolution of 88% against the industry standard of 70%

By partnering with BCT, the client achieved an extensive IT transformation seamlessly. In just 4 months, BCT’s ‘Fit for Future’ framework transformed the client’s IT infrastructure amidst a demerger, leading to high operational efficiency and reduced operational costs.

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148, Rajiv Gandhi Salai(OMR), Okkiyam Thoraipakkam, Chennai - 600 097

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+91 44 43449000,
+91 44 61739000

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global@bahwancybertek.com

Bahwan CyberTek is a global technology transformation partner, driving innovation and equipping companies for the future.

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