World’s Leading Video Game Retailer Undergoes Managed Services Transformation

Client

A US-based retailer specializing in video games, consumer electronics, and gaming merchandise, it has over 5,000 stores in 14 countries and is one of the world’s top video game retailers.

The Challenge

Our client, a Fortune 500 company, was incurring high operational costs due to 90% of its 200+ vendors being onshore. They struggled to maintain and support a vast array of enterprise-wide applications, which included hundreds of homegrown and COTS applications across functions like POS, OMS, Merchandising, Supply Chain & Warehouse, Finance & Accounting, and Reporting. The client needed a partner to help consolidate their operations, optimize productivity, enhance support, and streamline processes. They wanted to 

• Reduce maintenance costs for over 500 applications
• Use automation to increase productivity

LTM Solution

LTM acted as the enterprise-wide Application Maintenance and Support (AMS) partner. These applications spanned various functions, including Store POS, OMS, Merchandising, Supply Chain Logistics, Warehouse Management, Finance & Accounting, and Reporting systems. Our end-to-end IT services featured a rapid response team, process revamp, and automation, enhancing the client's extensive application suites' reliability, continuity, and efficiency.

Our team managed processes of warehousing, fulfillment, reverse logistics, and cross-channel integrations, ensuring smooth and efficient operations. To swiftly address order fulfillment issues, we established a rapid response team for immediate solutions and minimized downtime.

We enabled 24X7 support & cost savings with the right blended onsite & offshore teams for round-the-clock assistance. We also enhanced productivity and reduced operational time by implementing various optimization strategies, including process improvements, technology upgrades, and workflow enhancements. 

Business Benefits

• Vendor consolidation and application rationalization leading to 22% overall cost savings and 25% targeted ticket reduction of IT incidents 
• Supported 500+ applications, including legacy systems and Commercial-Off-The-Shelf (COTS) solutions, across merchandising, supply chain, stores, finance & accounting, and e-commerce systems
• Built a Point of Sale (POS) system within their Offshore Development Center 
• Drove the peak holiday preparation and supported high sales volume  
• Automation & value discovery at speed led to FTE reduction and increased productivity