JoJo Maman Bébé Case Study

Requirement: Managed IT Support

JoJo Maman Bébé enlisted GCI to act as an extension of their internal IT team. They required 24/7 assistance and escalation capabilities, in addition to storage and hosting to support their business-critical ERP system.

The Client

JoJo is a leading boutique mother and baby brand with 26 years of experience perfecting beautiful clothes for newborns, toddlers and children. In addition, they supply nursery products, furniture, gifts, and toys, to offer everything required from pregnancy through to pre-school. Flourishing from a humble kitchen table start-up, they’ve grown organically and now operate nearly 100 stores across the UK, Ireland and the USA, which are supported by their Head Office and Warehouse in Newport and design studio in London.

JoJo has a skilled in-house team that supports their internal IT infrastructure and approximately 900 employees. However, with a 3rd party support contract terminated with their existing provider, they needed further end-to-end support to tackle complex and challenging issues and eliminate any risk to business. In addition, JoJo required the design and implementation of dedicated Hosts and SAN Storage for their ERP system and core Warehouse management application, Microsoft Navision, which required modifications to ensure the infrastructure provides the required performance. 

Technical Solution

Managed IT Support
Acting as an extension to their internal IT team, GCI provided a Flexible Support Service which includes a 24/7 Service Desk entity. The Service Desk acts as an escalation point for any questions or issues that arise that are unfamiliar to the internal team, require action out-of-hours, or when the internal team don’t have the bandwidth to resolve it. All of this is simply managed via the industry leading ITSM ServiceNow platform for full visibility and seamless incident handling. GCI also provided real-time, pro-active 24/7 Network Monitoring and reporting which alerts when performance thresholds are breached or when service and hardware become unresponsive. This ensures network performance is consistent, always available, and highlights areas for improvement which is critical for the successful operation of an organisation. Finally, to remain cost effective and flexible, services are charged on a consumption basis and hours are rolled over if they remain unused. This works in harmony with the organisations fluctuating requirements which are typically seen in the retail industry.

SANs and hosting
JoJo’s business-critical warehouse and ERP system, Microsoft Navision, began suffering from poor performance which impacted user productivity and influenced poor revenue. GCI designed and implemented dedicated storage and hosting for their Microsoft Navision environment to guarantee an appropriate level of performance and increase the resilience of the overall Navision estate to minimise downtime. JoJo now have fault-tolerant, centralised storage that can process high volumes of data to guarantee consistent performance at all times.

Licensing
At the same time, the organisation has chosen to migrate their existing Office365 licenses to GCI’s CSP (Cloud Service Provider) Licensing for sustained continuity and escalation support should an incident occur with Microsoft’s Office365 platform. JoJo has also chosen to replace their EA (Enterprise Agreement) licensing agreement with GCI’s SPLA (Service Provider Licensing Agreement) licensing, increasing JoJo’s licensing flexibility with monthly auditing and usage billing.

Success and Company Benefits

JoJo Maman Bébé now benefits from a Flexible Support offering with a dedicated escalation point, 24/7. In addition, the out-of-hours support and monitoring provides maximum availability of all services to users, whilst the pay on consumption payment plan suits JoJo’s needs. Furthermore, by providing a scalable and flexible storage solution that can cope with any operator demand, the SANs and hosting for Microsoft Navision means JoJo are safe in the knowledge that they have the reliability and efficiency they need to support their busy warehouse operations now, and in the future, as the business continues to flourish.

Jonathon Dawes, IT Manager at JoJo Maman Bébé said, “Having GCI’s knowledge and skillset as an extension of our own team has been invaluable. It is great to know we have the expert advice and support we require 24/7 and we don’t have to worry about the day-to-day running and support of the infrastructure. Our mission is to be the leading global mother and baby brand and we’re confident we have the best technology partner to support us in this journey!”

 

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