Case Study: Second‑Largest Retailer in the World achieves proactive R10 monitoring and reduced support costs with HCL

HCL Helps The Customer Get The Most Out Of IT Operations By Extending Support Through Managed Services

HCL worked with the customer — the second-largest retailer in the world, a grocery market leader with stores in 12 countries and more than 500,000 employees — which was rolling out Retalix 10 (R10) but lacked monitoring and support for new R10 touch points and servers. The customer’s existing monitoring only covered legacy POS checkout back-office touch points, limiting visibility and hindering support as R10 was introduced; HCL proposed a Managed Services approach and an R10-specific support solution to close this gap.

HCL implemented the web‑based R10 NFR Support Application (“Know your Stores and More…”) to proactively monitor R10 touch points and servers, integrate with R10 services, surface data-flow reports between HQ and stores, and let support staff reprioritize issues. The HCL solution reduced support costs through proactive monitoring, improved detection and prioritization of critical store issues, enabled a 2‑tier HQ‑centric architecture for faster rule application, and delivered predictable, iterative releases via daily scrums and early tester involvement — improving operational visibility and support efficiency for the customer.