Global footwear brand enhances employee productivity with HCLTech

Discover how they reimagined their digital workplace across 70+ countries

5 min Lesen

Overview

A global sportswear and apparel leader set out to modernize its digital workplace to support a vast and distributed workforce across 70+ countries. With over 60,000 employees and 2,500+ retail stores, the organization needed a more connected, reliable and scalable workplace environment. HCLTech partnered with the client to simplify workplace operations, unify support and embed intelligence into workflows, enabling faster, more consistent work and better customer outcomes across every location.

The Challenge

Fragmented systems creating gaps in speed and consistency

A fragmented IT landscape supported by over 100 suppliers created inconsistencies and inefficiencies across the workplace.

Employees faced:

Delays in IT issue resolution due to distributed support models
Disjointed systems and tools that reduced productivity
Lack of a single, reliable support channel across locations

Frontline employees across stores, warehouses and offices were often forced to work around system limitations, shifting focus away from customers and core business priorities.

The Objective

Deliver a unified workplace built for consistent performance

The objective was to build a unified, intelligent digital workplace that enabled consistent, seamless and efficient work across all locations.

This included:

Removing operational barriers to improve productivity
Delivering secure, reliable and intuitive support across geographies
Positioning IT as a proactive enabler of business performance

Intelligent workplaces built for retail performance

The Solution

Embedding intelligence into everyday workplace operations

HCLTech delivered a phased transformation focused on simplifying operations, empowering frontline teams and embedding intelligence into workplace services.

Phase 1: Simplifying the foundation

Consolidated over 100 suppliers into a single global service partner
Standardized workplace support across regions for consistency
Launched a global service desk in 19 languages for seamless access

Phase 2: Enabling frontline performance

Supported 60,000+ end users across retail, warehouse and corporate environments
Ensured reliable IT for POS systems, inventory tools and store operations
Delivered lifecycle support for store openings, remodels and closures

Phase 3: Embedding intelligence and automation

Deployed a GenAI-powered chatbot for 24/7 multilingual support
Introduced automated workflows and self-healing capabilities to reduce disruptions
Rolled out DXO 2.0, a user-centric workplace model shaped by employee feedback

These interventions transformed IT into a proactive, intelligent layer within everyday work, improving execution and enabling faster, more reliable work across the enterprise.

The Impact

Stronger performance through simplified and connected work

The transformation delivered meaningful improvements across stability, efficiency and employee experience:

Improved operational stability, with consistent and reliable workplace performance
Increased efficiency through automation, reducing manual effort and delays
Enhanced workplace experience with seamless support across locations
A scalable and adaptive workplace model designed to evolve with business needs

By simplifying workplace operations and embedding intelligence into workflows, HCLTech enabled the organization to improve productivity, support frontline teams more effectively and deliver faster, more consistent outcomes across the business.