Case Study: The Warehouse Group achieves 98% incident resolution and improved ITIL service levels with Heat Software (HEAT ITSM)

The Warehouse Group - Customer Case Study

The Warehouse Group is an iconic New Zealand retail group with roughly 90 stores and 8,500 staff that was supporting up to 10,000 help-desk calls a month. Its legacy help-desk tool only handled incidents, forcing other ITIL processes to be managed in spreadsheets; the company lacked service-level management, could not prioritise by business impact, and was constrained to a low ITIL maturity rating.

After a proof-of-concept, The Warehouse Group implemented HEAT ITSM modules (Incident, Problem, Service, Change and Release Management) to centralise ITIL processes. The solution delivered rapid gains: incident resolution rose from 66% to 98%, annual faults fell from 25,000 to 8,000, Priority 1 incidents dropped dramatically (17 to 2), ITIL maturity improved across the board, and the service desk achieved greater consistency and efficiency while reducing headcount.

The Warehouse Group

Jon Scrivin

IS Process Manager