Case Study: Privately Held Swedish Furniture Retailer achieves 96.3% service levels and 20% fewer incidents with HCL managed supply-chain services

Privately Held, Swedish Company - Customer Case Study

A privately held Swedish furniture company — the world’s largest furniture retailer that designs and sells ready-to-assemble furniture, appliances and home accessories — faced fragmented, siloed IT operations, high dependency on niche consultants (notably for JDA supply‑chain planning), legacy technology support needs, and poor SLA/KPI visibility. HCL was engaged to provide end‑to‑end managed services (including Application Support & Maintenance, Infrastructure Support, JDA implementation/upgrade/support and proactive obsolescence powered by ALTASM™) to unify delivery and restore business connectivity across the supply chain.

HCL implemented a managed‑service delivery model with KPI/dashboards, 24x7 support across Europe and America, application enhancements and migrations, business consulting for Critical Order Flow, and robust DR/BC from Noida and Chennai. The results: incidents fell 20%, service levels rose from 70% to 96.3%, releases increased from 1 to 3 per year, forecast accuracy improved 5–7%, inventory carrying costs dropped 8–12%, order lead time shortened by 2 hours, back orders reduced from 4 to 0.5, productivity gained 12% Y‑o‑Y and user satisfaction moved from 2.3 to 3.9 — all delivered by HCL.