Case Study

UST helped global retailer improve incident closure rate by an impressive 69%

IT resource issues hindered this global retailer from maintaining core business systems. UST helped the client shift from a staff augmentation model to a managed capacity engagement to ensure resource availability. Once in place, the incident closure rate increased by 69%, and the response SLA compliance rate soared to 97%.


This American multinational company is one of the leading big-box retail chains in the world. With more than 750 locations globally, the company employs more than 300,000 people and generates annual revenue of nearly $250 billion.


Staffing issues hindered critical business applications

The company needed additional IT resources to manage application maintenance, development, and quality assurance (QA) for its merchandising, finance, and membership portfolio systems. It was using a staff augmentation model to fulfill its needs. Because resources weren’t guaranteed when the company needed them, the IT department struggled to complete projects on time and within budget.

The retailer was searching for a technology partner to help the IT team resolve its project staffing and budget issues and recommend a framework for measuring, tracking, and reporting service-level objectives for incident response and resolution timeframes.


Transitioned to managed capacity engagement with well-defined success metrics

UST recommended that the client shift from a staff augmentation approach to a managed capacity model. This model offered fixed resource capacity to ensure the company’s IT team had the necessary resources to successfully maintain, develop, and test its mission-critical applications. To ensure a smooth transition, UST:


Long-standing engagement dramatically improved mission-critical application maintenance

Once the managed capacity model was in place, IT leaders could shift their focus from daily staffing and budgetary issues to more strategic technology initiatives. The new engagement model also helped the company standardize application maintenance, development, and QA processes across business units. The company has achieved these metrics since the engagement started in 2013: