Specialty Beverage Retailer Establishes Scalable L2/L3 Support Model to Improve Omnichannel Retail Operations Stability
Significant reduction in recurring incidents through structured problem management
Improved system stability and uptime across digital and store platforms
Faster incident resolution with strong L2/L3 ownership
Engagement snapshot
The challenge
The customer operates a highly integrated retail ecosystem powered by SAP Hybris, with dependencies across OMS, WMS, store systems, and enterprise data platforms. The organization required 24x7 Level 2 and Level 3 support across mission-critical platforms. Increasing complexity in order lifecycle, promotions, fulfillment flows, and marketplace integrations led to frequent integration issues and recurring production incidents. Store operations processes such as store open/close and polling required high reliability, while data consistency across reporting platforms remained critical. The business needed a partner who could move beyond reactive support and proactively address recurring issues while improving overall system health.
What Everest delivered
Everest implemented a comprehensive L2/L3 managed support model with end-to-end ownership across the retail technology landscape, including 24x7 monitoring, structured problem management, and continuous improvement cycles.
Solution components
- Digital commerce L2/L3 support for SAP Hybris
- Customer order lifecycle and promotions
- Pricing and fulfillment orchestration
- Backend integration support across Hybris, OMS, and WMS
- Order failures and fulfillment mismatches
- Inventory synchronization
- Integration latency
- Store operations support
- Store open/close processes
- Store polling for inventory, pricing, and transactions
- Marketplace integration support across major third-party channels
- Order ingestion and routing
- Fulfillment updates and tracking
- Inventory sync
- Data warehousing and reporting support
- ETL pipeline reliability
- Data accuracy and discrepancy resolution
- Active problem management framework
- Structured RCA and permanent fixes
- Proactive monitoring to eliminate recurring incidents
- 24x7 monitoring with defined SLAs, KPIs, and operational metrics for continuous improvement
Impact & outcomes
- Significant reduction in recurring incidents through structured problem management
- Improved system stability and uptime across digital and store platforms
- Faster incident resolution with strong L2/L3 ownership
- Seamless omnichannel and marketplace operations
- Reliable order processing and fulfillment flows
- Improved data accuracy and reporting reliability
- Enhanced customer experience across all channels
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