Case Study: Hans Anders Retail Group achieves more efficient, measurable store service with Xurrent

Optical Retailer Hans Anders Required a Flexible Enterprise Solution to Manage Services for Hundreds of Stores in Northern Europe

Hans Anders Retail Group, a major optical retailer in North-West Europe, faced a significant challenge in managing service requests from its 700 stores. Their internal support was an inefficient, email-driven process that handled approximately 3000 emails per week, making it difficult to track progress or measure service levels effectively. To support their motto of providing the best service, they sought a new solution and selected the Enterprise Service Management platform from vendor Xurrent.

Xurrent implemented a unified Enterprise Service Management solution that was customized to the retailer's specific needs. The system streamlined store operations by providing a clear, measurable process for handling requests and changes. The results were substantial, with the organization now processing around 5000 requests per month through the system. The new change management process was a particular success, leading to smoother cross-departmental workflows and a significantly improved, crystal-clear service level for the entire organization.

Hans Anders Retail Group

Sanne Oosterhoff

Group Operations Director