As one of New Zealand’s largest retailers, The Warehouse Group operates some 89 stores throughout the county and employs nearly 9,000 people from Kaitaia in the north to Invercargill in the south.
As reported by the Australian Financial Review, the company is in the midst of implementing a five-year turnaround strategy and has plans to invest $430 million in new stores, refit existing stores and upgrade infrastructure and business maintenance.
The Warehouse operates a full-time IT service desk, which handles call volumes of up to 10,000 per month, to provide IT-related support to all employees. The service desk provides IT support for a range of retail-specific systems, from its in-house merchandising, receiving and ordering systems, to EFTPOS, label and advertising, printer and barcode scanner faults. It employs a Front Range ITSM service management solution that supports IT process improvements based on the IT Infrastructure Library (ITIL) best practice framework.
The Front Range solution has resulted in an increase in incident resolution from 66 to 98 per cent, a decrease in faults logged from 25,000 to 8,000 in its first five years, improved ITIL maturity assessment ratings for the service desk and for incident and problem management, achievement of a full ITIL lifecycle throughout its IT operations, and adoption of a centralised solution to manage incident, problem, service level, change and release management.