The business focused technology consultancy

Wincanton: System Introduction

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

The Challenge

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.

Wincanton is the largest British logistics firm, providing supply chain consultancy and solutions to some of the world’s most admired brands. Employing over 17,700 people across more than 200 locations, Wincanton has a 3,600 strong fleet of vehicles.

The Challenge

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.

The Solution

Following an assessment of the underlying infrastructure and applications, Leading Resolutions defined a clear process for service introduction and deployed a service lifecycle methodology:

1
Service readiness dashboard
A service readiness dashboard was implemented along with a mechanism to highlight areas of risk including single points of failure.
2
Training and development
Full training and development for the service management team embedded the necessary process and behavioural changes.
3
Interim management capability
We provided interim management capability to the service assurance team throughout all transition phases.
The Results

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.

The benefits of working with Leading Resolutions will go way beyond this one project – they have changed our whole approach to new service introduction and made lasting and meaningful improvements.
IT Services Director
Wincanton