Key highlights
CX reach across 15+ applications
0%
SLA breaches
10%
MTTR reduction
Zensar partnered with a leading US ecommerce retailer to transition and stabilize its MarTech and Adobe ecosystem, ensuring uninterrupted operations, improved visibility, and scalable support aligned to peak business demand.
Overview
One of the top US retailers wanted to transform and stabilize its MarTech and Adobe ecosystem to support growing digital commerce demands and deliver seamless customer experiences. The client needed a reliable partner to manage post-go-live support, ongoing development, migration, and enhancement of multiple platforms while ensuring 24x7 operational continuity during peak retail seasons.
Zensar executed a rapid three-week transition and knowledge transfer program to establish a strong operational foundation. Leveraging proactive monitoring, governance frameworks, automation, and standardized support processes, Zensar ensured stable platform operations and improved service visibility across the ecosystem.
Zensar’s Brief – Steps taken by Zensar
Conducted a three-week rapid transition and knowledge transfer program
Established 24x7 L1 and 16x8 L2 support model
Standardized support processes, SOPs, and governance mechanisms
Implemented proactive monitoring and incident management
Beyond the Brief – How it helped the client
Enabled daily jobs to process and push data into internal systems
Leveraged ServiceNow for streamlined incident management
Created strong process playbooks and technology architecture
Implemented daily, weekly, and monthly governance and reporting
Challenges
Managing a complex MarTech ecosystem across channels
The client faced multiple operational and technical challenges while supporting a rapidly evolving digital commerce environment:
Migrating and processing 1.3 million content pages and daily jobs to keep PDP content updated
Migrating and processing 30+ TB of digital assets across multiple channels
Ensuring 24x7 support during high-demand retail and holiday seasons
Lack of proactive monitoring and reporting visibility
Manual incident handling and slower response times
Standardizing support processes across multiple technologies and teams
Managing a broad technology stack, including Adobe Experience Platform (AEP), Adobe Journey Optimizer (AJO), Customer Journey Analytics (CJA), Adobe Experience Manager (AEM), Adobe Target (AA), Adobe Target (AT), Amperity, Google Cloud Platform (GCP), Customer Data Platform (CDP), Data Lake, Control-M, and Airflow
Solutions
End-to-end MarTech and Adobe platform support with automation-led monitoring
Zensar implemented a comprehensive support and modernization framework to stabilize operations and improve agility. The solution included:
Asset and content migration: Migrated and processed 1.3M content pages and 30+ TB assets
Proactive monitoring: Enabled continuous monitoring and alerting for critical systems
Automated incident management: Implemented ServiceNow dashboards and workflows
Platform management: Managed Adobe Experience Cloud and related MarTech platforms
Process standardization: Established SOPs, playbooks, escalation models, and governance
Failure point analysis: Identified bottlenecks and stabilized operations
Agile delivery model: Combined onsite and offshore teams for continuous delivery
1.
ServiceNow dashboards
2.
KPI and use-case libraries
3.
Transition and SOP libraries
4.
Reference architecture frameworks
5.
Technology readiness and evaluation models
Impact
Enabled a stable, scalable MarTech ecosystem delivering faster resolutions and improved CX
1.
0% SLA breaches achieved
2.
10% reduction in MTTR, accelerating time-to-market
3.
15% increase in customer satisfaction through personalized journeys
4.
137M active customers supported through stronger CX reach
Business outcomes
Improved monitoring, automation, and reporting enhanced operational visibility and decision-making. The engagement ensured uninterrupted MarTech operations, faster issue resolution, and improved release velocity. With a scalable support model and strong governance, the client was able to deliver more personalized customer experiences while maintaining platform stability.
Conclusion
By combining deep MarTech and Adobe expertise with automation-led support and governance, Zensar helped the client achieve operational excellence and business continuity.
The engagement not only stabilized the retailer’s complex MarTech ecosystem but also improved agility, accelerated issue resolution, and enhanced customer experience delivery. With proven results in peak-season readiness and operational reliability, Zensar reinforced its role as a trusted long-term MarTech transformation partner.