Retail Industry Case Study Client Server Access Request
Customer Company Size
Large Corporate
Region
- America
- Asia
- Europe
- Middle East
- Pacific
Country
- United States
- Canada
- Puerto Rico
Product
- Ultimus BPM Suite
Tech Stack
- Business Process Management (BPM)
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Employee Satisfaction
- Productivity Improvements
- Environmental Impact Reduction
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Retail
Applicable Functions
- Business Operation
- Quality Assurance
Use Cases
- Process Control & Optimization
- Remote Asset Management
- Remote Control
Services
- System Integration
- Software Design & Engineering Services
About The Customer
Zale Corporation is a leading specialty retailer of diamonds and other jewelry products in North America, operating more than 2,050 retail locations throughout the United States, Canada, and Puerto Rico, as well as online. The corporation employs over 15,000 people worldwide and is a Fortune 1000 company with annual sales near $2 billion. Zale Corporation's Client Server Access Request is utilized by all employees to request access to systems, make changes in system permissions, gain access to internal servers, and resolve general systems issues. Prior to automation, the process was slow, paper-intensive, and prone to bottlenecks, making it a burden for all involved.
The Challenge
The Client Server Access Request process at Zale Corporation was highly inefficient, relying on manual paper forms that were time-consuming and prone to bottlenecks. Each of the 15,000 employees needed to fill out a paper form by hand for any new access or change in system permissions, leading to thousands of requests flooding the IT department annually. The paper forms were passed from group to group within the IT department, causing delays if someone was unavailable. This manual process resulted in long processing times, bottlenecks, and an inability to track the status of requests, creating an overflow of inquiries into the IT department without concrete answers.
The Solution
Ultimus' process optimization transformed Zale Corporation's Client Server Access Request process by making request forms electronic and accessible to all 15,000 employees worldwide. Information now flows seamlessly to the appropriate IT personnel during each step of the process without any manual intervention. Bottlenecks are identified immediately, and work is re-routed as needed. Each request can be tracked in real-time through an IT status portal, allowing users to see where their request is in the process and who it is assigned to. The implementation of Ultimus' BPM Suite was smooth and efficient, with Zale Corporation seeing results almost immediately. The cumbersome manual process was completely automated and deployed in less than five months, allowing Zale to focus on their core business and provide their employees with the tools they need to perform their jobs efficiently and effectively every day.
Operational Impact
Quantitative Benefit
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