Industry

Retail

Solution

IT Managed Services

Location

USA

About the Client

The client is a leading online outdoor retailer in the US and is popular for its irreverent and wacky marketing. It specializes in gear and apparel for backpacking, climbing, mountaineering, kayaking, and trail running. The company is based in Madison Heights, Michigan, with stores throughout Michigan, Illinois, Missouri, and Colorado.

Business Challenges

Absence of product support services
Needed 16×7 Levels 1, 2, and 3 support for software applications
Unable to provide product support services to customers after regular working hours
Delay in resolving queries
Incurred high costs to provide support services
Additional software application, infrastructure, and operation issues

Business Solution

Developed a custom-hosted server environment
Assessed the requirements and implemented prescriptive improvements
Managed customer incidents across L1, L2, and L3 support
Provided production support services
Offered HCL Commerce V9 support and maintenance

Key Outcomes

Lowered

Downtime and disruptions

Reduced

Overall costs

Improved

Data quality

Enabled

Continuous monitoring & alert response

Delivered

Exceptional customer experience and support

Demonstrated

Royal Cyber’s competence in IT Managed Services

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