4 Initiatives that Explain the Doubling of the Support Team
A partnership of over 10 years has several milestones that justify the success and trust achieved. Learn about some of these milestones!
It is evident that a partnership does not last for more than a decade if it is not based on factors such as trust, security, stability, and satisfaction. There are many reasons why this is the case with CWI’s service to Lojas Renner S.A., but in this case study, we will highlight 4 actions that contributed to reaching a new level in 2024.
The number of cwisers working in the support area has doubled that year, making it the largest in its category within Renner’s IT systems area. This expansion occurred after a Request for Proposal (RFP) process.
Currently, we support more than 30 systems, covering highly critical cases for the group, such as the self-service checkouts in physical stores and the e-commerce platforms lojasrenner.com.br and camicado.com.br.
It’s a great responsibility: our group of professionals has to ensure that the company’s various applications are permanently stable. To this end, we provide technical support and monitoring, quickly correcting any failures that may eventually occur.
Furthermore, our commitment leads us to propose and develop solutions that positively surprise our partners. Check it out below!
Decrease in the number of incidents
The transition from the previous partner to CWI was a success: the Operations team did not experience a drop in service quality or response time, not even in the initial months after the change. Since then, the team has established goals, done consistent work, and reduced the number of incidents opened in the environments.
Beyond the smooth transition, having CWI operating in this new area means relying on a partner who is already very familiar with the environments, the business, the work format, and the tools and technologies used by the company. All of this contributes to the delivery of short and medium-term results.
Expansion of monitoring and self-healing coverage
In addition to this, we have made significant progress in the area of self-healing, which is the ability of an environment to correct itself automatically. We delivered 25 automated remediation scenarios in just under 12 months.
Automatic log monitoring
One of the main deliveries we provided throughout our entire partnership with Lojas Renner S.A. was built proactively. We identified an opportunity for improvement and, at the opportune moment, we developed the solution.
It is a tool that automatically monitors logs. An API layer allows alerts to be sent based on log messages, which has expanded the monitoring coverage of the systems. This way, we prevent errors that do not directly impact the applications from going unnoticed.
Intact operation during Black Friday
The CWI team’s preparation for this event includes meetings with other departments to understand the promotion strategies that will be implemented. Load testing is also part of the preparations in the months leading up to Black Friday. Both strategies are essential to maintain an intact operation, as we did in the 2023 event, for example.
On that occasion, our commitment and dedication were described by one of the managers as extraordinary. He said it was inspiring to “see such a dedicated and talented team working together to achieve a common goal.”
Supporting the retail systems is one of our areas of work within Lojas Renner S.A.’s fashion and lifestyle ecosystem. Learn more about our work with the financial institution Realize!
