Business Continuity , CXO / IT Leadership

Optimizing IT Ops: Lenskart's ManageEngine Success Story

How ManageEngine Addressed Gaps in Inefficient Ticket Management Systems
Optimizing IT Ops: Lenskart's ManageEngine Success Story
Gaurav Pandey, general manager, IT, Lenskart

Efficient IT operations management is essential for businesses. Outdated systems and manual processes, however, can hamper growth if operational challenges remain unresolved. This was the case for leading Indian eyewear retailer Lenskart, which faced challenges in ticket and asset management, as well as endpoint security vulnerabilities, due to inefficient tools and workflows.

With a vast inventory of 11,000 IT assets spanning India, Lenskart heavily depends on IT for seamless daily operations across its extensive network of retail stores. Limited visibility into real-time data and historical information about tickets, user accounts and asset life cycles was hindering its ability to operate efficiently. Due to this, employees struggled to keep up with the demands, which ultimately affected customer experience.

"We faced significant challenges in terms of visibility, including a lack of dashboard visibility for end users and management," said Gaurav Pandey, general manager of IT, Lenskart. "We encountered difficulties in managing IT tickets efficiently, overseeing the entire IT asset life cycle, and ensuring the security of endpoints."

The company grappled with tracking critical information such as the number of tickets assigned to an account, who handled specific tickets, time taken to resolve issues, and incidents prioritized for resolution. Due to these issues, employees found it difficult to meet service-level agreements, or SLAs.

To solve these challenges, Lenskart needed a tool that offered user-friendly interfaces, easy learning curves and seamless implementation capabilities, Pandey said.

ManageEngine Solutions

Lenskart implemented ManageEngine's ServiceDesk Plus and Endpoint Central solutions to address issues in its IT infrastructure, ensure business continuity, and offer a streamlined customer experience.

Improved Asset Visibility

Lenskart deployed ManageEngine AssetExplorer, a comprehensive IT asset management solution, enabling technicians to gain real-time visibility into their entire asset inventory, including end-user devices running Windows, Linux and macOS. Technicians would then process all the information to the IT team, making it easier to track, monitor and control the IT asset's life cycle - from procurement to disposal. With this tool, admins could also better understand the IT infrastructure and take a targeted approach to fixing asset monitoring and managing issues.

Tracking assets, managing their life cycle and maintaining an accurate inventory often led to delays, errors and increased manual efforts, making the overall process prone to inaccuracies. "With ServiceDesk Plus, these challenges were effectively addressed, providing us with a streamlined and automated approach to managing our IT assets," Pandey said.

Enhanced Real-Time Ticket Monitoring

IT tickets that are not resolved on time reduce process efficiency and can become burdensome for IT personnel. Lenskart's technicians were using Excel to log users' complaints and lacked information as to the number of tickets in their queue, the number of aging tickets, and the reason behind each ticket.

The ServiceDesk Plus ticketing system regularly updated itself to the latest framework and generated real-time reports on the IT tickets. This enabled technicians to resolve tickets quickly and effectively and meet their SLAs.

Taking Control of Endpoints

Robust endpoint security is crucial to safeguard against cyberthreats, as unsecured end-user devices and IT data can expose the entire network to potential breaches by malicious actors. Lenskart implemented ManageEngine Endpoint Central to specifically address the issues related to asset and patch management.

Other Benefits

By adopting ManageEngine's ServiceDesk Plus and Endpoint Central solutions, Lenskart achieved "significant improvements" across its IT operations. Endpoint Central fortified the company's cybersecurity posture by resolving asset and patch management vulnerabilities.

This strategic technology investment, despite the initial cost concerns, allowed Lenskart to adapt to digital trends, prioritize customer experience, and reinforce overall business continuity. The successful implementation underscores the pivotal role of robust IT management tools in driving operational excellence and competitive advantage.

About the Author

Brian Pereira

Brian Pereira

Sr. Director - Editorial, ISMG

Pereira has nearly three decades of journalism experience. He is the former editor of CHIP, InformationWeek and CISO MAG. He has also written for The Times of India and The Indian Express.

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