Transforming Operational Efficiency in Retail eCommerce with Managed Services

A leading retail eCommerce company faced operational challenges due to distributed systems and complex integrations. INTECH’s managed services provided a singular point of application support enabling them to optimize orders, inventory, daily functionalities, and boost overall operational efficiency.

The client is a leading retail eCommerce company in India. They have an extensive chain of online and offline outlets in different states of India—offering a wide range of other household essentials like groceries and daily needs products.

As client’s e-commerce businesses grew, they needed their technology infrastructure to handle increased traffic, transactions, and data. In the absence of scalability planning, this leads to performance issues during times of heavy traffic. 

The client faced a few challenges such as: 

1. Integration Complexities:

Distributed systems and multiple third-party integrations led to frequent disruptions in order processing and payments.

2. Inventory and Order Management Issues:

Data synchronization errors between the online shop and the backend systems resulted in order mismatching and delayed shipments.

3. Bad User Experience:

The support team received a concerning number of complaints from users, especially during heavy usage on weekends and festive seasons.

4. No Proactive Issue Resolution:

The absence of real-time monitoring tools made it difficult to identify and address issues before they impacted operations

5. Disruptions During Upgrades and Testing:

Inadequate planning during updates resulted in continuous disruptions to live operations.

INTECH tailored a managed services solution to specifically address the operational concerns of the client.

1. Centralized Application Support:

Reduced number of production application support points to improve business processes.

2. Real-Time Monitoring:

Deployed advanced monitoring tools to proactively detect and resolve issues.

3. 24/7 Support:

Established round-the-clock support to ensure minimal downtime and rapid response to major incidents.

4. Data-Driven Insights:

Provided teams with actionable insights and analytics for better decision-making.

5. Seamless Integration:

Unified data from multiple sources into a centralized system to minimize operational disruptions.

6. Exception Handling:

Implemented strong exception-handling mechanisms to ensure continuity in operations.

7. Proactive Support:

Delivered SLA-based 24/7 support for efficient issue resolution.

8. Decision-Based Support:

Used real-time data and predictive analytics to make intelligent decisions that reduce machine downtime.