Case studies
Streamlining operations with strategic outsourcing and enhanced automation
Operational efficiency
Automated processes and reduced paper usage by 20,000 sheets.
Outsourcing transition
Executed with meticulous planning and integration of the India team.
Service quality
Improved with clear escalation procedures and enhanced flexibility.
Challenge
Addressing inefficiencies in manual operational support
A well-established UK fashion retailer with over 550 stores, faced significant challenges with their 24/7 operational support system. The existing setup relied heavily on manual processes, creating inefficiencies and overwhelming paperwork. The system involved extensive shift work for out-of-hours store issues, report generation, and sales data processing, leaving little time for strategic projects. The Group IT Director, recognised the urgent need to modernise their operational support to improve efficiency and reduce costs.
Approach
Strategic outsourcing and comprehensive transition
PMC was chosen for their deep understanding of operational needs and their ability to deliver a tailored outsourcing solution. PMC proposed relocating operational support to their India offices, supported by a detailed transition plan. This involved thorough analysis and documentation of existing processes. To ensure a smooth handover, PMC’s team worked on-site for six weeks before transitioning the service to Abingdon and then to India. An experienced UK-based operations manager was also appointed to oversee the process.
Solution
Enhanced automation and streamlined support
PMC implemented significant improvements, automating previously manual tasks and introducing business intelligence tools, which removed around 20,000 sheets of paper from the process. The new system managed overnight batch schedules, sales polling, and report generation efficiently. Additionally, PMC provided second-line application support to address store issues outside of core hours. This transformation not only improved operational efficiency but also freed up their team to focus on strategic development.
Outcome
Significant improvements in efficiency and service
The transition led to enhanced service quality, with clear escalation procedures and notable cost savings. The improved system provided better information accuracy and operational flexibility, allowing them to concentrate on growth and new projects. The outsourced support proved effective, with no major issues reported at the store level.
PMC’s understanding of our operational needs and their detailed approach to outsourcing has significantly enhanced our service quality and operational efficiency. Their support has allowed us to focus on strategic projects and achieve better overall performance.
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