Application Managed Services

Leading high street retailer reduces support costs and improves efficiency through Application Managed Services

Client Name
Specsavers

Industry Name
Retail

The Client

Specsavers is the world’s largest privately owned optical group with total revenue for 2012/13 exceeding £1.7 billion. The company has more than 1,600 stores in 10 countries and well over 23 million registered customers worldwide. Specsavers is the largest retail provider of home delivery of contact lens and retail dispenser of digital hearing aids in the United Kingdom and has been voted Britain’s most trusted opticians for 11 years running by Readers Digest, as well as raising millions for various charities across the globe.

The Challenge

As part of their successful global expansion, Specsavers needed to strengthen their IT services to meet the increasing business demands. A key part of this was to introduce an industry standard, cost effective, efficient and reliable application support service to manage not only their new global applications but also their ‘legacy’ applications. Specsavers identified that introducing a third party vendor to provide Application Managed Services (AMS) for majority of their “legacy” applications would allow them to release their internal resources to concentrate on their new IT strategy.

The Solution

  • 24×7 global support for ‘legacy’ retail, supply chain and corporate applications
  • ITIL support for incident, problem and change management
  • Flexible service delivery based on application, service window, SLAs and service demand
  • Service definition – fully ITIL aligned including governance, separation of duties, standard processes and SLAs
  • Transition project – a proven standard project approach to minimise transition risks
  • Service maturity model – delivering savings through service optimisation and service assurance underpinned by client specific training academy
  • High value – balancing the benefits, risks and costs of a predominantly offshore managed service
  • Strong contract – clear and comprehensive to minimise administration and operational conflict
  • Significant (70/30) offshore/onshore delivery ratio

The Benefits

  • Reduced IT operational cost by a substantial amount
  • Stabilised the service in under 6 months
  • Now predictable IT spend
  • Exceeding SLA – several areas 100%
  • Reduced incident management by 40% in year 1
  • 5 fold improvement in RCA/RFC allowing trebling of effort in problem & change
  • Going beyond – delivered many out of scope activities exceeding customer satisfaction levels
  • Decreased incidents breaching SLA to less than 2%
  • Developed utilities that dramatically improved service resilience
  • Standard operational processes & separation of duties
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