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Retail Shared Services

Reduce downtime and improve operational efficiencies

Managing applications and operations in-house can be both costly and risky. Our Shared Services Team provides business continuity for all your operational needs including store and merchandising applications, infrastructure and customer service.

We use a combination of highly skilled and knowledgeable resources spread between our near shore centers in Austin and GDC teams located in India. Our service offerings our characterized by advanced monitoring/mitigation tools, Robotic Process Automation (RPA) and an ITIL based support model.

Infogain Retail can be your single point of contact for all your application managed support requirements while delivering:

  • Reduced cost of application maintenance by up to 40%
  • High business continuity with lower staff turnover
  • Improved user experience with high return on productivity
  • Proactive risk mitigation and lower staff turnover
  • Reduced downtimes with Root Cause Analysis (RCA)
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Retail Shared Services Solutions

L1 Support

With Infogain’s L1 Support/Help Desk, you get a single point of contact ((Phone/email/Chat/Portal), basic troubleshooting and resolution; call routing and escalation. Additional services include:

  • Dedicated toll-free number
  • Customer and product specific knowledge repository
  • Defined response SLA’s
  • Routing of service calls to third party based on decision tree
  • Complete ticket management with escalation and service level reporting
  • Store equipment and network troubleshooting

L2 Support

Infogain’s L2 Support covers in-depth application and systems incident resolution featuring a knowledge base, detailed documentation, training and incident trending analysis. Additional services include:

  • Advanced Troubleshooting/resolution
  • Batch/infrastructure monitoring
  • Configuration Management
  • Process Automation (RPA)
  • Root Cause Analysis
  • Incident Analysis/Trending

L3 Support

Infogain’s L3 Support covers base application, customizations and integrations. In addition to taking advantage of our proven methodologies, source control and standards, additional services include:

  • Defect Fix
  • Minor Enhancements
  • Root Cause Analysis
  • Performance tuning/Capacity planning

Infrastructure Support

Infogain’s comprehensive infrastructure support services cover operational, desktop, network and database support.

  • Operational Support: (Linux/Windows/AS/400), After hour job/batch monitoring, Ad-hoc report generation and job scheduling (deployments/one time jobs/validations).
 
  • Desktop Support: Corporate Help Desk (L1 Desktop/app support), Hardware installation, Asset management, Troubleshooting/setup Software
 
  • Network Support: Lan/Wan monitoring, Switch/router/ASM configuration changes, Capacity planning, Incident resolution
 

  • Database Support: Database/service monitoring, Annual performance/capacity reviews, Patch/upgrade support, Performance monitoring/tuning

Customer Service/Call Center

Our customer service/call center services utilize the mixed shore model, offering 24/7 support with trained and experienced customer service agents. Our services include:


  • Cloud based Telephony/ticket management system with 99.99% uptime/unlimited capacity
  • Dedicated customer lines and call routing
  • Multiple support channels (phone/chat/e-mail/social media)
  • Overflow routing for peak times
  • Technical and non-technical support agents available

Desktop Support

  • Corporate Help Desk (L1 Desktop/app support)
  • Hardware installation
  • Asset management
  • Troubleshooting/setup Software

Network Support

  • Lan/Wan monitoring
  • Switch/router/ASM configuration changes
  • Capacity planning
  • Incident resolution

Database Support

  • Database/service monitoring
  • Annual performance/capacity reviews
  • Patch/upgrade support
  • Performance monitoring/tuning

Infogain Advantages

Engagement Models

Flexible commercial models, including shared services model

Engagement Models

Flexible commercial models, including shared services model

Senior Executive Access

On-going access to senior executives throughout the engagement

Senior Executive Access

On-going access to senior executives throughout the engagement

Automation Technologies

Selected use of Automation including Chat Bots, RPA and UAP

Automation Technologies

Selected use of Automation including Chat Bots, RPA and UAP

Product Support

SPOC to resolve product issues with Oracle and/or any third party

Product Support

SPOC to resolve product issues with Oracle and/or any third party

Retail Experts

Skilled experts on standard retail systems

Retail Experts

Skilled experts on standard retail systems

  • Engagement Models

    Engagement Models

    Flexible commercial models, including shared services model

  • Senior Executive Access

    Senior Executive Access

    On-going access to senior executives throughout the engagement

  • Automation Technologies

    Automation Technologies

    Selected use of Automation including Chat Bots, RPA and UAP

  • Product Support

    Product Support

    SPOC to resolve product issues with Oracle and/or any third party

  • Retail Experts

    Retail Experts

    Skilled experts on standard retail systems

Retail Insights