Introducing Continuous and Consistent Digital Services for Wincanton

A mixture of legacy and new service components at Wincanton was putting at risk the supply chain provider’s reputation for exceptional customer service.  

This risk was extremely important to Wincanton as some of their clients have been with them for more than 20 years, demonstrating their strong customer relationships because of such brilliant customer service. 

So, Wincanton asked Leading Resolutions to help strengthen their process for introducing new services and ensure continuity and consistency of new IT services. 

Following an assessment of the underlying infrastructure and applications, Leading Resolutions defined a clear process for service introduction and deployed a service lifecycle methodology that would take a project from requirements through to delivery.  

A two-tier framework was developed which used a number of factors to determine whether a ‘Full’ or ‘Lite’ service management approach was appropriate.  Decisions were based on key factors including service criticality, value, number of locations and time to go live. 

Our work reduced the risk to reputation and provided a re-usable, scalable methodology for introducing projects of all size and complexity.  Standards for capturing business requirements and defining the service solution are now firmly established.