This supermarket and retail group is one of the largest retailers in the UK, with annual sales of £26 billion. Their digital retail subsidiary offers than 60,000 products online and in-store. Running the tech side of this operation is one of the largest IBM software estates in the UK with a figure of 40,000 user devices, multiple servers and millions of cash registers.
This retail group have an old IBM estate which is stable, they just wish for it to be maintained. Their three-year IBM contract was up for up for renewal and they were dissatisfied with the level of support that they were receiving from IBM.
Under internal pressure by management to achieve large cost savings across the whole business, the SAM team looked at their upcoming IBM renewal contract to see how they could cut costs while receiving a better service.
This Retail Group received an improved level of support service by switching to Origina. Issues are now being resolved within an hour with Origina, the same style issues would take IBM twelve hours and occasionally days to resolve. Origina have achieved 100% performance on both target response and target resolution times.
· 700% cost savings
· Improved levels of service
· Better support service
· Cemented a future strategy