HCL provides an e-commerce solution that increases site traffic and sales

A leading provider of e-commerce solutions [enabling retailers, branded manufacturers, entertainment companies and professional sports organizations operate e-commerce businesses], joined hands with HCL to develop an e-commerce solution to increase site traffic and sales

The scope of work included designing and developing the website with e-commerce technology, hosting, order fulfillment, customer service, merchandising and order management, online merchandising, customer relationship management and online marketing

BACKGROUND

CHALLENGES / OBJECTIVES

Vertical: Retail & CPG Service Areas: 24/7 Application Support through an

ODC; Application Migration, Application Development, Testing – Planning, Scripting, Automation; Resource Augmentation

Technologies: JAVA/J2EE, Oracle, HTML, XML, PL/SQL, CSS, JavaScript, Apache Velocity, AS/400, Data Warehousing

Methodologies: RUP, Scrum, Agile, Waterfall IPs / Frameworks: Struts, Spring, Apache Tiles,

Mule ESB, Ibatis, Hibernate, JDA MMS

SNAPSHOTThe challenges were three-fold: at engagement, application and operational levels.Engagement: Initial hesitation on the part of our client to offshore; the cyclic nature of the business; a primarily staff augmentation model with the need for quick ramp up/down; and scattered software development processesApplication: Scant documentation existed; stringent application availability SLAs; non-modular code base; highly parameterized application; restricted access to database environments; need for improving user experience Operations: Setup of an Offshore Development Center with VPN connectivity; bridging the cultural divide; 24x7 production support; enhancing website traffic/ratings and boosting sales

RESULTS / BENEFITS

THE SOLUTIONHCL entered into a relationship with this client in 2004 and has evolved a stable onshore-offshore model along with the many innovative e-commerce solutions that has helped the company in its multi-dimensional growth

The search engine optimization initiative led to:Increased site traffic (the page appears among the top 3 search results) and site ratingsIncreased sales (as a site user usually clicks on the top 3-5 displayed results)

HCL improved user experience by providing business functions for:Search, Flexible Shipping, Enhanced Order Emails, and In-Store pickup

HCL enhanced sales through functionalities like:Gift finder service and creating wish lists for specific dates and events Complete multi-channel integration A database independent Test Framework

HCL is assisting in migrating legacy architecture onto new modular architecture, by:Providing complete ownership while launching websites on the new architectureProviding data migration and Sterling DOM implementation services

Improved Go-to-Market time [the new site was launched in 2 weeks as against 3 months as per plan] Handled aggressive ramp ups/downs and adapted to changing customer dynamics, which resulted into greater customer

satisfaction Improved SLAs - System availability at more than 99.5% uptime; Average SLAs to resolve PS tickets reduced from 6.5 days to

3.5 days Improved Knowledge Management - Reduced on-boarding time for new joinees from 6 or 8 weeks to just 4 weeks, and

documented key business processes Provided framework-based testing; Developed a database independent Test Framework with JSON [ Prior to the implementation

of this framework, projects were usually delayed as it was difficult to get test data from partners. This framework has helped our client complete all projects on schedule and within budget, leading to its own customers being satisfied]

The automation of Regression Test Cases reduced testing efforts by 50% Provided deep domain and applications expertise - resources turnover rate remained below 10%

HCL provides complete IT support to its client’s constituent companies

Our client is a Fortune 500 multi-billion dollar US designer and marketer of branded apparel, footwear and accessories.

HCL is providing complete IT support to all its constituent companies, including on-site production support and enhancement. Our offshore facility at Gurgaon, India, provides IT consultancy and is executing a number of software development & maintenance assignments - solutions based on Microsoft and Java technologies, AS/400 and a number of third party packages that our client has implemented.

BACKGROUND

Highly complex systems landscape limiting scalability and flexibility, with high TCO

Heterogeneous business process environment making it difficult - to respond quickly to business changes, and to allow systemic integration of new acquisitions

Huge cost of maintenance of the business and systems infrastructure High concept to store cycle time and cost No application available for CXOs and senior management to check the

health of the company at any point in time Huge M&A costs and effort

CHALLENGES / OBJECTIVESSNAPSHOT

Vertical: Retail (Apparel & Footwear) Service Areas: IT Consultation & Support,

Application Development, Maintenance & Enhancement

Technology: Software: AS/400, Web methods, J2EE, Web logic, .NET, VB, ASP, Oracle, SQL Server; Hardware: AS/400, Win NT/2000 server & Client machines

Tools/Packages: Microsoft Visual Source Safe, MS –Project 2000

HCL provided a solution in two phases: 1st Phase: Rational Integration

Best in class corporate point solutions Integrated with legacy divisional systems

2nd Phase: Single System Implemented UGS Team Center PLM/PDM for Product Lifecycle, SAP AFS to take care of merchandising systems

and WM for warehouse systems Business Process Reorganization and best practices

Migrated the old retail application (with 23,000 Function Points / 1.3 Million LOC) from mainframe to i-series Developed an application for the CXO group to provide insight into the performance of the company, with defined KPIs.

This eased the management decision making process Reverse engineered the application to generate functional specifications for the retail application Customized the retail application by parameterizing for better M&A turnaround time and systems consolidation Developed an automated solution for the retail purge process with optimized packing of purge items

Implemented Siemens Team Centre to collaborate with external partners, provide role based access, track design & development, and streamline the sourcing process

Provided integration to key business systems – SAP AFS to UGS Team Center, PLM & PkMS

RESULTS / BENEFITS

THE SOLUTION

Migration gave a new lease of life to a 20 year old application, which in turn provided the following benefits: Reduction in infrastructure costs: Decommissioning of S/390 resulted in huge savings; reduction in technical staff for OS

support from 6 to 2 and operations staff from 8 to 3; on consolidating the corporate data center, 14FTEs were reduced Improvement in performance: The purge process improved from 11 hours per run to 7 hours per run; weekly runs improved

from 2 hours to 45 minutes; nightly batch run was reduced by 1 hour Improvement in application stability: Average faults per function point as reported during the last 12 months is 30% less than

the industry average [as per the SPR study] CXO Dashboard: An integrated framework to view all functional areas of business – spread across multiple chains in the group Reduced M&A time – from 18 months to 3-6 months Sarbanes Oxley compliance: ALDON implemented; functional and technical documents have been developed using the X-

Analysis tool PDM & PLM implementation: Helped to take products from trend to design to sourcing to manufacturing to the end customer in

a seamless stream in a much shorter time

HCL facilitates a leading Home Furnishing Retailer optimize its operational IT costs through Managed Services

Our client is a world leading home furnishing retailer selling Scandinavian-style home furnishings with fully integrated IT Supply Chains. It pioneered flat-pack, self-assemble furniture and accessories manufactured largely in developing countries to curtail cost

Its IT landscape comprises 4 business processes and 16 application areas that manage IT operations spanning Supply Chain Planning & Execution, Supply Chain Integration, Retail Management & Store Operations, Merchandizing Solutions, POS Solutions, Infrastructure Support and B2B Integration

Our client was looking for a partner who could help it increase its IS capabilities by bringing in standardized yet flexible processes and enabling cost savings, so that it could focus on its core business of home-furnishing, and design better and cheaper products for its customer base.

BACKGROUND

CHALLENGES / OBJECTIVES

Vertical: Retail & CPG Service Areas: Application Support & Maintenance;

Application Development & Technology Migration; Support of Legacy Applications; Manugistics Implementation; Technical Documentation; Resource fulfillment and 24/7 Infrastructure Support services

Technologies: JDA Manugistics, PL/SQL, Oracle 10g, 11i, Java/J2EE, WebSphere Application Server, RAC R2/9i/8, Cognos 8.3, Rational Rose, ClearCase, Clear Quest, Data Architect, Pro-Pascal and OpenVMS DCL Scripts, VB.NET, ASP.NET, IIS, Web Method 7.x. Remedy

Methodologies: ITIL V3 Compliant processes for support, Agile and CMMi Compliant process for application development, RUP development framework, HCL’s OMS, Practical Project Steering (PPS)

SNAPSHOT Hard to meet IT capability needs - especially for niche’ skills like JDA Manugistics

for Supply Chain Planning Lack of domain understanding among independent consultants leading to poor

product-quality, people dependency and lack of processes; Employ consultants to increase delivery capabilities

No ability to track and improve health of services - poor SLAs and resource utilization across various service lines

IT Teams working in silos, lack of managed service delivery, SLA adherence and KPI based reporting model; Challenge in supporting applications developed in legacy technologies such as VAX/VMS & Pro Pascal

HCL was required to: Reduce IT-related risks that disrupt business continuity; Reduce IT operational costs by enabling the re-allocation of funds for new initiatives; Provide fflexibility to scale up / down as required; Provide faster and more predictable IT solutions, matching business needs

CUSTOMER TESTIMONIAL

HCL helped achieve substantial cost-savings by moving from the “staffing-only” to the “managed-services” model, and by leveraging our offshore network for IT service delivery

Offered transparency in services through well-defined KPIs, SLA adherence and dashboards-based reporting Our Managed Services model also brought benefits like improvement in the quality of service and faster go-to-

market for our client’s new initiatives HCL is managing support (L2 & L3), maintenance & enhancements (ASM/ADM) for 12 mission-critical

applications besides 40+ other critical applications; HCL is also supporting a complex legacy application based on the VAX/VMS platform used for merchandizing, store replenishment & inventory management which is tightly coupled with multiple systems

HCL enabled “Business KPI” through close monitoring of the ‘Critical Order Flow’ for the supply chain with reduction in backorders

Also offered a robust DR & BC plan with delivery enablement from 2 different cities – Noida & Chennai HCL contributed in the study to bring about the simplification of the application landscape and for technology

platform standardization for various products To achieve higher levels of productivity, HCL implemented a transformational solution in the supplying process

by consolidating service level fulfillment applications in Supply Execution and Supply Planning

RESULTS / BENEFITS

THE SOLUTION

“SCM Team - Excellent job done on getting the overall SLA to 95% in SCM . We heard from the customer today. ”

- Product Executive SCM

HCL’s managed applications resulted in a significant reduction in inventory carrying costs: Improved accuracy in the Supply Chain forecasting process from an average of 55% to 70% thereby preventing Stores and DCs in either overstocking or under stocking

Close monitoring of the ‘backorder creation’ business KPI and increase in forecast accuracy prevented backorder creation worth €700,000 per-day

Improved service response times, and increased SLA performance from 70% to 92% lead to satisfied business users. Continuously over 95% UPC adherence

Consolidation of support for the Supply Chain Execution & Planning application resulted in productivity gains of 12% with 8% reduction in cost of support achieved in the first year itself

Provided much required retail domain knowledge coupled with skilled technical competence Achieved Service Level Improvements through problem management, cross skilling, proactive maintenance (Defect Prevention

Analysis), usage and development of self-service tools & portals, structured documentation and regular updating of the run-book Significantly improved the quality of service through proactive follow-ups with stakeholders; controlled ping-pong of tickets; customer

satisfaction surveys; and structured governance with clear escalation mechanisms

HCL takes over IS functions enabling our client focus on core retail business

Our client is one of Europe’s leading electrical online retailers with over $12 billion in revenue, trading through more than 1,300 stores and online stores, spanning 28 countries and employing 40,000 people. More than 100 million customers shop in-store and online every year

Through a multi-channel approach, our client offers customers a comprehensive range of after sales services. Besides some of its stores focusing on brown goods, it also focuses on more specialized items PCs, accessories and mobile telephony equipment. This has given our client a balance between insulation from product lifecycle vagaries and exposure to fast growing sub sectors

BACKGROUND

CHALLENGES / OBJECTIVES

Vertical: Retail & CPG Service Areas: Application and Infrastructure

Support & Development Technologies: Java/J2EE,Unix ,

VB/ASP, .NET,C#, ASP, Web Services, Ingres, Oracle 9i, SAP DB, Terradata, SQL Server BO, Control-M, Toad, Putty, Control-M,Lotus Notes, RightNow, POD Ideal v2.2, Cobol 370, CICS v6.2,MetaCobol v1.1, Datacom v11, Data-Query v11

Methodologies: ITIL , Agile , WOW (Defined mutually with Client)

IPs : Mobility Solution for Customer Home Delivery

SNAPSHOTOur client was looking to achieve the following business objectives:Focus on business strategy and external customersCosts transformation: Lower fixed and variable costsBusiness agility and operational reliabilityBecome an adaptive enterprise poised to capitalize on changeEnhanced responsiveness to business needs and improve service qualityBest in class IS capabilities and access to the latest technology, while reducing the overall cost of IS and improving efficiencyFaster implementation of strategies and initiativesConcentrate on core competency of retailing while handing out IT operations to an offshore vendorFlexibility and agility of the service model to reflect future business requirementsReduce vendor management overheads through strategic partnering

RESULTS / BENEFITS

THE SOLUTION

Transformational projects providing competitive advantage to our client - provided flexibility to be more responsive to its customers Demand Forecasting model – provides a 6 month horizon with 2 months firm forecast Service improvements, enhancements, and development of monitoring tools leading to timely alerts; Increase in First Call

Resolution (FCR); Increase in same work day Incident Resolution; Reduction in high/critical incidents Tuning tools developed to streamline batch jobs Unified view (Applications & Infrastructure) for service delivery – Integrated Service Desk Robust offshore service delivery model with best in class processes resulting in huge benefits Lowered TCO [aided by off-shoring]; Offshore based delivery model allowing for quick ramp ups / downs Reducing Cost: Continuous savings on revenue expenditure; brought down the average day rate by 30% for AD Delivered successful peak trading periods Identified and defined ‘Ways of Working’ – processes, templates and SLAs to be followed for managing and executing AD projects

right from demand forecast to release into production

Our client was looking for a single off-shore outsourcing partner, and in February 2006, entered into a multi-year, multi-service, multi-million-dollar IT outsourcing deal with HCL to provide application & infrastructure support and development services to its IS function. The entire IS department has been outsourced to HCL. Complete IT Outsourcing

o Infrastructure Support: Unix Support, Database, Middleware, SAN and Mainframe, Data Centre Operations, Service desk, SIP, Networks & Security, Wintel and Desktop Support, I.M.A.C.

o Application Support (~300 diverse applications- homegrown and packages)o Infrastructure Projectso Application Development Projectso Data Center Hosting and Managemento Hardware AMC & Vendor Management

One Service Delivery view to the customer – ISD (Integrated Service Delivery)Service Delivery with virtual teams split across three sites - Chennai, Noida and the UKMulticultural Workforce 

CUSTOMER TESTIMONIAL

“We have selected HCL on the basis of its retail and European experience, strong culture of partnership and the transparency in its cost models. In a challenging retail marketplace this co-sourcing partnership will enable us to increase our IS capabilities and agility by developing standardized, flexible processes. This is a key opportunity for driving innovation and a step change in our IS capability.”

- Group Finance Director

Hello, I’m from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions. We use digital engineering to build superhuman capabilities. We make sure that the rate of progress far exceeds the price. And right now, 80,000 of us bright sparks are busy developing solutions for 500 customers in 31 countries across the world.

How can I help you?

www.hcltech.com