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Outsourcing & Managed Services

Retailer improves CSAT to 4.7 out of 5 with 24x7 managed operations

ClientSpecialty retailer with 900 stores and an eCommerce site
IndustryRetail
TimelineOngoing, started with 90 day transition
SERVICES

Services Delivered

Outsourcing & Managed ServicesInfrastructure managementApplication supportHelp desk
CHALLENGE

The Problem

Seasonal spikes and overnight outages strained a small internal team.

APPROACH

Our Method

  • [01]Stood up a follow-the-sun model with runbooks and SRE practices
  • [02]Implemented incident automation and problem management
  • [03]Added business hour L2 application support for order and inventory flows
SOLUTION

What We Built

24x7 NOC, L1 help desk, and L2 app support with clear SLOs

FinOps reporting for cloud spend and capacity planning

TECHNOLOGY

Tech Stack

ServiceNow, PagerDuty, Terraform, CloudWatch, Grafana, synthetic monitoring, cost governance

OUTCOMES

Results

01

4.2 to 4.7

CSAT improvement

02

58%

Mean time to resolve reduction

03

19%

Cloud cost per order reduction

04

99.9%

Store POS uptime (holiday peak)

Client names withheld by agreement. Results validated by client finance or operations.

NEXT STEPS

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