Profile:
REI is an outdoor specialty retailer with 90 stores in 26 states, and the largest consumer cooperative in the United States with more than three million active members. For 10 consecutive years, REI has been recognized by Fortune magazine as one of "100 Best Companies to Work for in America."
Challenge:
The number of service requests by REI employees was increasing by more than 10 to 15 percent every year, with an only 2 percent annual increase in IT staff. With many different ways for employees to request services — sending emails, calling the help desk, filling out forms, etc. — the IT department was ill-equipped to handle the growing volume and complexity of requests.
Solution:
REI selected the newScale Service Catalog solution to provide a centralized point of contact for IT services, a consistent and positive user experience, and a more efficient process for delivering the services requested by the business.
Results:
- A centralized self-service channel for all requests, ensuring a positive experience for REI employees and improving satisfaction with IT.
- IT service standardization and a streamlined request fulfillment process, in support of ITIL Version 3 best practices.
- Online tracking for fulfillment status and automated workflows to reduce the manual steps and cost of delivering IT services.
- With their Service Catalog in place, the REI IT department is better equipped to support the rapidly growth of their retail business.
