Our Client, a big company listed on the London Stock Exchange, retails groceries through a chain of supermarkets and an online home delivery service. The Company serves customers across the UK through approximately 500 stores and offers food and groceries, much of which it sources and processes through fully own manufacturing facilities (over 10 sites across Britain).
Our Client’s store employees use handheld terminals for ordering stock from the warehouses, to make sure all products are available, to report waste, and many other processes to assist them. These services are critical and enable our Client to delivery excellent customer service, therefore it is imperative, that issues and incidents are dealt with in a correct and timely manner. The Company did not have a dedicated Windows Applications Support team at the time. As a consequence, the Windows Development team took on support for the handheld terminal services (HHT). This brought with it an additional strain on their development work. To free up the development team from support activities, our Client decided to outsource support to a trusted partner, Objectivity.
What we achieved
The percentage of SLA breaches has decreased. This is a result of having a dedicated Agile Support team, that has also implemented numerous service improving enhancements. Next to this, having an Objectivity Agile Support team in place, our Client’s HHT Development team can now focus solely on developing new functionalities for the HHT System.
The Client’s development team keeps working closely with Objectivity’s support team. In this way, we created grounds for DevOps environment. New features are regularly added to the HHT Services. Processes are continuously monitored and improved. Moreover, in case of incidents, they are dealt with in a correct and timely manner. As a result, the Client’s employees in the stores are now able to stay focused on other tasks: making sure that shelves are stocked with the right amount of fresh produce and ambient products.
The cooperation on HHT Support put us in a position, where the Client has enough confidence in our capabilities to trust us with providing support for all their Windows Applications.