Office Depot Awards Case Study 2012: Creating a seamless IT infrastructure


Creating a seamless IT infrastructure

Click to see the full Case Study, Conference Presentation and the Site Visit Agenda.

Learn how a comprehensive suite of systems has been integrated across 7 sites and 6 suppliers at Office Depot, saving £1m annually.

Office Depot reveal how they achieved a large-scale technology integration including Cloud-based telephony, a multimedia toolbar and workforce optimisation – across internal, outsourced and offshore centres. These technical advancements were underpinned by engaging front line teams, a step-change in technical competence, highly effective project management and support across the organisation to change performance and outlook. £1 million savings have been achieved, equivalent to 45 FTE, delivered through better planning, virtualisation, economies of scale and quicker network speed. What’s more, nongeographic numbers were cut by 60% and a service level across key lines is significantly more consistent. All this was achieved in a tough economic climate where cash flow was ever tighter.

Results
  • £1 million saving per annum (equivalent to 45 FTE)
  • Adherence has risen from 60% to 80%
  • 60% reduction in NGN (non-geographic numbers)
  • Six suppliers for the new IT include Cisco IPT, Transera cloud based ACD, Verint Impact 360 suite, Sabio and Rightnow

Attending Companies
ADT Fire & Security, Aegon Scottish Equitable, LV=, NHS Direct, Tesco Bank, United Utilities

Example Job Titles
Business Planning Support Manager, Planning Manager, Outbound Planning Manager, Head of Customer Contact Centre, Resource Analyst, Schedule Planning Lead, Schedule Administrator, Planner, Head of Resource Planning, Compliance Process & Quality Specialist,  
Business  Analyst, Configuration Analyst, Senior configuration Analyst

Key takeaways and learning’s

  • Engagement is key when delivering a large change program
  • Engage all vendors to work with each other as well as you the client (don’t forget you are the client)
  • Keeping the board / key stakeholders informed throughout the progress of the programme is also key, but a great language is risk mitigation as well as ROI
  • This was often done one to one…great commitment

The top items covered on the day

  1. Obtaining Buy In
  2. Impact of the Olympics to demand
  3. Christmas 2012
  4. Christmas Eve 2012
  5. Holiday processes / self assessment and similarity to USA type rules

Overall Rating - 100% would recommend

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2012 Conference Report: Operational Transformation
2012 Winners & Case Studies
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