Platform Support for Retail Giant Improves Service Capabilities

Retail | Global Fashion Designers & Distributors

Challenge

Inefficient service ticket management hampered customer experiences and delayed operations, affecting bottom-line
Disparate data sources led to dispersed and challenging workflows for agents resulting in frequent errors, delayed customer resolutions, and inefficient access management
Difficulties persisted in managing inventory and purchase orders due to complex architecture reliant on legacy processes
Inconsistencies in data from the absence of an efficient reporting tool created silos and led to inaccuracies in company records

Solution

Incident Management System

Refactor service desk ticket queue management
Create provision for the AOS board in a centralized location to manage open issues, documents, project deliverables, tasks, and defects
Validate new access requests and user inquiries to the required folder
Analyze the root cause in the database to prevent inaccuracy in the report
Solve long pending access request backlogs in a matter of months

Server Monitoring & Inventory

Deploy Tableau admin and Oracle OBIEE server monitoring
Deactivate agent accounts and disable dashboards to improve Power BI performance
Refactor Content Archival process for Tableau workbooks inventory of unused dashboards

Benefits