GNC is well known as a nationwide chain of health-food and nutrition supplement stores. But until recently, behind that healthy exterior was a chronic IT service management (ITSM) problem.
For many years, GNC’s IT team relied on a homegrown ticketing system. Like many legacy homegrown applications, this one was based on outdated technology and could no longer be maintained or updated. To make matters worse, it was one of two separate ticketing systems at the company, one for the retail stores and one for the corporate offices.
GNC’s ITSM Digital Transformation
The IT leadership at GNC knew that this was not a sustainable situation. It would not support the growth that the company anticipated for both its brick-and-mortar and e-commerce stores. They knew that the digital transformation of their ITSM tools was the answer.
But it was about more than just replacing the ticketing system. It was about streamlining their services, getting better visibility of their IT assets, automating processes, and increasing the speed and quality of service delivery.
All of which ultimately contribute to reduced costs and greater productivity for both IT staff and their customers.
At T4S Partners, we call this type of transformation “uncovering the connection between digital maturity and financial performance.” We apply the following principles to all of our client engagements:
- Business transformation leading to sustained performance
- Digital maturity enabling competitive differentiation
- Digital transformation: Adopting processes for scale
- IT modernization of the tech and data stacks
After comparing several ITSM tools, GNC chose Cherwell, a leading ITSM tool, for its flexibility, ease of use, scalability, and maintainability.
GNC approached the problem with a number of important questions regarding ITSM tools, such as:
- How can we modernize our IT infrastructure without adding administrative headcount?
- What IT service delivery processes can we automate for efficiency and scale?
- How can we enhance service delivery in a way that provides competitive advantage?
- How will transforming our ITSM accelerate our business performance?
Cherwell addressed all of GNC’s ITSM needs and requirements. The Cherwell solution provides enhanced IT asset tracking across the company’s 4,000 stores, and automates the generation of request tickets for new employee onboarding and provisioning. Key metrics that were once scattered across multiple reports are now consolidated into a single report.
What’s more, GNC is able to leverage Cherwell for more than just ITSM. They were able to build tools for HR and security ticketing as well. This capability powered the company’s transformation from ITSM to enterprise service management (ESM).
The result? GNC estimates that the Cherwell solution saves the company over $150,000 per year from the IT asset management component alone. The Cherwell solution is so easy to operate and maintain that GNC’s entire ESM system is administered by a single IT resource.
T4S Partners and Cherwell
As a certified Cherwell partner, T4S Partners are experts in designing and deploying Cherwell service management solutions at enterprise scale. We understand that ESM is just one component of a company’s business transformation. We work with our clients to understand their big-picture goals and design Cherwell ESM solutions that support those goals.
For more information on how T4S Partners can help drive your business transformation through ESM, contact us today.