Continuous Improvement & Managed Support of Key Solutions for a Leading British Retailer

The Challenge

A leading British retailer, known for its extensive range of products and well-established presence, relies on a complex IT landscape to support its fast-paced retail business. Various vendors manage different systems for ERP, stock, and sales functions, which are critical to maximising revenue, particularly in stock ordering and replenishment. Consistent technical support is essential for the retailer’s competitive edge. However, managing this complex ecosystem involves challenges such as coordinating support, handling release cycles, and ensuring operational continuity.

Client Overview

The client is a prominent British retail chain offering thousands of quality products, with a complex IT ecosystem supporting operations across mobile, EPOS, web, and back-office channels. Efficient in-store and stockroom operations are essential, with systems that must perform reliably to drive revenue and support ongoing growth initiatives.

Solution

Org provided a dedicated scrum team to handle software engineering, support, and enhancements for the retailer’s key applications. We introduced Azure DevOps to improve development workflows, boosting efficiency in project delivery and release management. Our embedded team works closely with the retailer’s product owners and QA team to ensure smooth, regular releases.

This dedicated approach provides the retailer predictable costs, enhanced technical knowledge continuity, and reduced reliance on frequent budget approvals. As a result, the retailer has been able to focus on unlocking new capabilities for growth while improving operational efficiency.

Implementation

Org’s technical team delivered managed support for four key applications across mobile, web, EPOS, and back-office channels. The team provided L2/L3 technical support, coordinated release management, and prioritised and deployed backlog tasks for bespoke solutions enabling in-store and stock room users to order and replenish stock.

Through close partnership with the retailer, Org delivered end-to-end support, ensuring that IT service delivery adds value internally without delays from budget approvals or resourcing lead times.

The Impact

Org’s managed support service enabled the retailer to improve development capabilities, release certainty, and operational efficiency.

Key achievements include:

Conclusion

Org’s partnership with the retailer has created a proactive and cost-effective approach to managing and supporting key IT systems. With streamlined support and predictable costs, the retailer’s IT team can focus on driving business growth without resourcing delays. This support service helps the retailer maintain its competitive edge by ensuring its systems operate efficiently and adapt to future needs.