RGIS is a multinational retail services organization, delivering retail services such as supply chain audits and merchandising for their customers. With a global presence in over 52 countries, their IT team is responsible for the management and delivery of IT services to over 35,000 employees and 13,000 customers worldwide.
Sudipto Nandy, CIO at RGIS, shared how a 15-year partnership with ManageEngine has helped the organization scale its IT operations, unify service delivery across continents, and consistently meet their customers' needs.
The challenge: Managing a vast, distributed environment
Sudipto described the scale of the challenge:
"Our IT environment is quite vast. We have state‐of‐the‐art hardware in our data centers, in an active-active state, so quite an enhanced environment when it comes to our data centers. Many of our applications are homegrown, including our ERP. We also have third‐party applications, such as ManageEngine applications."
RGIS was managing a complex mix of homegrown and third-party applications running across on-premises and cloud environments and needed an ITSM platform that could integrate seamlessly into this landscape. Furthermore, they required the following:
- A mature ITSM solution that would unify their service delivery
- Scalable problem management through effective RCAs and knowledge sharing
- Rapid time to value
- Ease of implementation and rapid time to value
- Value generation at the right valuation
After a thorough evaluation of the market and competitors' offerings, RGIS selected ManageEngine ServiceDesk Plus to support their distributed service operations.
Visibility into distributed service environments through service unification
For an organization operating across multiple countries, the ability to deliver a consistent service experience irrespective of geography is essential. ServiceDesk Plus became the platform that made this possible.
"ManageEngine simplifies the service model, and the cost of operating in multiple countries. We operate across 52 countries, and when it comes to our customer base, our IT teams are in about 12 countries. ServiceDesk Plus helps us through the logical unification of our service management across our sites. Team members across France, Brazil, and anywhere else are capable of catering to our customers requirements by working on the same platform, allowing us to pinpoint exactly what’s going on, " he said.
The seamless collaboration between RGIS’ global IT teams and the ability to share knowledge transformed the way they delivered services and managed customer expectations.
Scalable problem management with effective RCAs and knowledge sharing
ServiceDesk Plus’ scalable problem management helped RGIS address their IT problems through effective RCAs and knowledge management. This helped tackle similar incidents worldwide, helping them avoid geographic barriers getting in the way of sharing knowledge.
"We know exactly what is going on. Having that visibility is the most critical part — knowing what issues are coming up, the common occurrences, so we can work on them. Using ServiceDesk Plus, we do root cause analysis and are able to identify the common causes of problems at a global scale. It really helped unify the team and bring more efficiency within the organization," lauded Sudipto.
The rapid time to value RGIS experienced:
One of the key criteria when selecting an ITSM platform was how quickly it could be deployed and adopted globally. The IT team at RGIS appreciated the rapid time to value that ServiceDesk Plus delivered. "We initially had a thousand licenses with ManageEngine and within months, we were able to roll it out globally because the product is easy to use, it provides all the features, and it was at the right price point, so it all works out as an organization for us."
Sudipto recounted the ease with which they implemented ServiceDesk Plus and its various ITIL processes, spanning IT asset, service request, and knowledge management.
A long-term partnership built on execution, not promises
The IT team at RGIS rely on ManageEngine as their trusted long-term IT management partner for ITSM, UEM, and IAM. Sudipto shares his favorite aspects of their 15-year-long partnership with ManageEngine stating, "One of the things I like most about ManageEngine, is the ease of implementation and maintenance, so I'm not adding additional headcount every time I'm implementing a new ManageEngine product. Where you're looking to onboard a solution that takes away another complexity of IT management. So that’s the first thing I love most about ManageEngine."
Some crucial factors that weighed in on RGIS' decision to partner with ManageEngine for the long haul was its ability to deliver optimal ROI, ease of implementation, and uncomplicated ongoing maintenance.
Sudipto said, "ManageEngine has a feature list which actually meets the customer needs, our needs. At the same time, it offers value for money, and ease of implementation and maintenance. Because of that, RGIS made the decision to partner with ManageEngine."
Beyond features and pricing, he appreciated the ability to customize the ManageEngine solutions to their needs, without having to opt for external help to build bespoke processes: "Lot of vendors offer commitment to solve, instead of actually solving our problems. ManageEngine offers the execution of the solution required, and we were able to see that, and that is a great culture, and a great modus operandi."
ManageEngine didn't just promise to solve RGIS' challenges, they delivered tangible results from the day one. This commitment to action, not just aspiration, left a lasting impression. "I look forward to continuing this journey together with ManageEngine for a long time," said Sudipto.
"We operate across 52 countries, and when it comes to our customer base, our IT teams are in about 12 countries. ServiceDesk Plus helps us through the logical unification of our service management across our sites."
— Sudipto Nandy, CIO, Retail Grocery Inventory Stores