Improved Customer Management Through Support Desk Services for a Leading Supermarket and Beauty Store RetailerCASE SUMMARY

NeedConsolidate multiple applications across different technologies to improve customer management and decrease operational ineffiencies

SolutionSet-up of a support desk to manage customer requirements

BenefitsSingle team managed support, ensured better customer management and centralized operations reducing dependence on resources

BUSINESS CHALLENGE • Multiple applications working in silos• Technology stack near end-of-life• Decentralized architecture• Gaps in financial processes and reporting,

and in business process requirements• High churn in resources (Both IT and

business)• Data inconsistency• Lack of proper documentation

SONATA’S TECHNOLOGY SOLUTION • Provided apps rationalization, standardized

process and technology refresh across key area of financials, merchandising, warehouse management and POS systems

• Set up an ITIL framework-based support desk

• Introduced performance and efficiency enhancing features

BUSINESS BENEFITS • Easy to use application• Better customer management with faster

billing rate, easily available sales and inventory information

• Ability to reach customers faster through new features such as improving offers to customers with intra-day promotions

• Single view of customer• Improvement in business functioning with

higher levels of server uptime• Increased ease of operations through

centralization, reduced complexity, and automation

• Elimination of revenue leakage • Better and faster reconciliation between the

different systems

ABOUT SONATA SOFTWARE

Sonata Software is a global IT services firm

focused on catalyzing transformational IT

initiatives of its clients through deep domain

knowledge, technology expertise and customer

commitment. The company delivers innovative

new solutions for Travel, Retail and Consumer

Goods industries by integrating technologies

such as Omni-Channel Commerce, Mobility,

Analytics, Cloud and ERP, to drive enhanced

customer engagement, operations efficiency

and return on IT investments. A trusted long-

term service provider to Fortune 100 companies

across both the software product development

and enterprise business segments, Sonata seeks

to add differentiated value to leadership who want

to make an impact on their businesses, with IT.

e-mail us: info@sonata-software.com