Leading retail player partners with Birlasoft for end-to-end Infrastructure Management support

  • Industry


  • Solution:
    • Birlasoft's iSight platform for Server and Database support
    • Birlasoft resources (L1,L2,L3) for Service Desk, Deskside Support and Remote Infrastructure management
    • Customer’s Asset Management and Service Desk tool (Sapphire)
    • Security audits including vulnerability assessment and penetration testing
  • Managing end-to-end infrastructure for the client, including, more than 5000 desktops and laptops, 8000 network devices and numerous servers across 120+ client sites

Key Benefits:
  • Lower total cost of ownership
  • Increased productivity
  • Business agility support
  • Centralized control
  • Reduced complexity
Key Features:
  • Birlasoft's iSight platform – Analytics, Dashboard, and Monitoring (Servers, Network, Security and Database)
  • IRL owned Sapphire ITSM Platform for ticketing and asset management
"This excellent partnership has reduced the cost and complexity by alleviating the management burden of IT Department personnel leading to improved reliability and ensure efficiency and value in IT support and reduce overall costs and to help harmonize existing business and support organizations to concentrate on more innovative and productivity which enabled the innovation opportunities and improve governance/compliance protocols."
Ranjit Satyanath
Head Tech Ops,
Infiniti Retail Ltd. (Croma)
Customer Overview

The client is India’s first large format, specialist retail chain for consumer durables and electronics. The client is committed to provide its customers an unmatched shopping experience with its wide range of product options, knowledgeable and helpful staff, committed customer service coupled with great prices and deals in an International Shopping Ambience. They were keen to fully outsource the management of its remote infrastructure support, including servers and database, central service desk support, in-stores support and desktop support at its head office.

Business Challenges

As a large format retail giant, the client has a rather distributed environment, with stores spread across India. They wanted to streamline store roll outs and manage IT assets and processes centrally by fixing the stagnant SLAs. Lack of end-user insights and higher turn-around times were impeding innovation and hampering transparency in the system.

Birlasoft Solution

IT agility is critical to business success. Birlasoft manages more than 5000 desktops and laptops, 8000 network devices and numerous servers across 120+ client sites, under following deliverables

  • Centralized Service Desk for vendor management, asset management and remote desktop support
  • Deployed Birlasoft's iSight Platform for analytics, dashboard and monitoring across servers, network, security and database
  • IRL owned Sapphire ITSM Platform for ticketing and asset management
  • Deskside support for Network, POS, printers, Desktops/Laptops across all stores as well Head Office
  • Centralized Operations Support for Linux Server, Database as well as Network and Security management

Birlasoft's solution has helped the client attain better understanding and control over its IT environment and facilitate rollout of new programs and adoption of newer technologies. The client was able to significantly reduce the TCO by controlling the direct and indirect costs associated with the desktop and mobile environments. Importantly, standardization of hardware, software, and configurations across the distributed-client computing environment is helping the client reduce the operational complexity and improve the levels of service. With IT Infrastructure in the run and managed by Birlasoft, the client continues to focus its competence on employee satisfaction and productivity through improved IT service levels and consistent, high-quality support.

Kapil Uniyal
Kapil Uniyal
Former Global SBU Head of Infrastructure & Cloud Services
"We are celebrating the completion of the first year of our partnership with Croma. The relationship with Croma is focused more on “Co-Creation” rather than the traditional Vendor-Customer Relationship. We share common ideals with the Croma team and believe that joint innovations is the only insurance against irrelevance. The next two years of this partnership would focus more on Innovation and improving the Quality of User Experience. We strongly believe that is a time of Digital Darwinism — an era where technology and society are evolving faster than businesses can naturally adapt. This sets the stage for a new era of leadership, a new generation of business and technology models. We as Birlasoft are committed towards helping our customers match and exceed the expectations of business enabled by digital models, business platforms and a rich, intelligent set of services that entwines people, devices, content and services creating an Intelligent Digital Mesh."