Case Study: Adairs Retail Group achieves faster service management efficiency with Fusion5

Accelerating service management efficiency with Ivanti

Adairs Retail Group, a fast-growing national retailer, needed a better way to mature its IT service management as its old call-logging tool struggled to support ITIL processes, SLA tracking, escalation, and real-time visibility across 100+ stores. The company chose Fusion5 and Ivanti to replace manual processes and improve service delivery across administration, warehousing, distribution, and retail operations.

Fusion5 rapidly deployed Ivanti’s HEAT service management solution, giving Adairs integrated Incident, Problem, Change, and Request Management with dashboards, alerts, escalation rules, and knowledge-sharing features. The result was immediate efficiency gains, better accountability and transparency, faster resolution of issues, and stronger reporting for governance and decision-making, with Fusion5 also customizing the escalation process to fit Adairs’ needs.

Adairs Retail Group

Trichelle Jordan

Applications And Business Improvement Manager