Case Study: Fortune 300 Retailer achieves lower downtime and higher customer satisfaction with CSS Corp

A Fortune 300 retailer cashes in on the IT infrastructure optimization opportunity to simultaneously grow revenue and customer loyalty

CSS Corp helped a Fortune 300 Retailer, the second-largest variety store chain in the U.S., address the challenges of a heterogeneous IT environment across 8,100 stores, distribution centers, and support centers. The retailer needed better visibility, fewer IT disruptions, improved price integrity, and lower operating costs to support restructuring and deliver stronger customer experiences.

CSS Corp implemented an ITIL-based optimization initiative using its Active Delivery Framework (ADF), proactive monitoring, Airwatch for mobile and in-store devices, SCOM for Windows-based systems, and Athena case management. The solution improved issue detection and resolution, cut helpdesk calls by 16%, reduced onsite break-fix dispatches by 60%, lowered costs, and helped resolve 398 price integrity issues, contributing to better uptime, higher productivity, and improved customer loyalty.