Founded in 1778 as a drapers’ shop, Debenhams is now one of the UK’s leading department stores with 153 retail outlets throughout the UK and Ireland. The stores’ main merchandise includes clothing, accessories, health and beauty products and homeware.
Challenge: To maximise sales, Debenhams needs to ensure that any issues with the IT systems used in its stores and distribution centres are resolved quickly. These issues are handled by the company’s IT department, which was keen to adopt ITIL best practices to increase efficiency and reduce operating costs.
Solution: Debenhams implemented the service desk component of CA Service Desk Manager to automate support processes and aid ITIL adoption. The solution manages around 1,400 incidents a week. Self-service tools and a comprehensive knowledge base have vastly improved efficiency by enabling users to resolve problems without involvement from the IT department.
Result: CA Service Desk Manager has helped Debenhams reduce its first line support head count by 21 percent, thereby decreasing costs. IT issues can also be resolved more efficiently, which helps to improve employee productivity and the customer experience in Debenhams’ stores across the UK and Ireland.
