REI knew that improving visibility into their IT service management processes throughout their retail stores and across IT projects was ultimately about better serving their customers, and improving operational efficiency.
Objective: Mastering Retail IT
The IT team wanted a better alternative that gave them greater insight into IT operations. REI also wanted an application with the flexibility to adapt to their specific retail business needs, such as the 4,4,5 week calendar rollups and a geographical visualization of their 140 stores across 33 states. They needed an analytic solution that gave them a 360° view of their processes that spanned data across IT service, call center, projects and financials.
Identifying Stores That Need Help
REI turned to Numerify’s IT Service and Project Analytics Applications to provide reporting and business intelligence across all of their major IT service management processes and projects. They went into full production in August 2015 with integrated data from key applications – ServiceNow, SAP Financials, and Avaya Call Center. Numerify was deployed across both the core service management teams (incident, change, and others) to provide reporting for management as well as ad hoc analysis for power users. By visually mapping incidents and requests across stores throughout the country, REI IT was able to identify stores that needed urgent IT support in the upcoming holiday season. This bird’s eye view of IT service demand across stores helps them make decisions that increase service delivery performance.
The Bird’s-Eye View
Store managers and IT leaders get the same perspective of business needs. Now, field resources are assigned proactively. Resulting in increased revenue attainment.
Sharpening IT Projects
After implementing Numerify, REI saw a number of benefits:
Numerify Gives REI Store-Level Visibility
By implementing Numerify analytics applications, REI’s IT team provided visibility at the regional, and individual store level of key IT support issues that cover their increasing number of stores across the U.S. This includes granular analysis of the key in-store technologies to understand whether issues are store-specific or system-wide. Overall, REI was able to get most out of their operational systems, provide visibility across multiple IT processes, and improve Service Desk performance.