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Project
Brand Consolidation
Industry
B2C
Fashion
Retail & Consumer Products
Services
Business Process Operations
Hosting, Maintenance & Cloud
Research
Strategy and Consulting
BACKGROUND
HanesBrands Inc. is a socially responsible manufacturer and marketer of leading everyday basic apparel with some of the world’s strongest apparel brands in the Americas, Europe, Asia, Australia and South Africa.
BRIEF
BORN was tasked with streamlining HanesBrands Global Business by consolidating the software platforms and third-party vendors used across their brands.
GOALS
The goal of this project was to consolidate all brands, Champion, JMS, Maidenform, WonderBra, One Hanes Place, Game 7 Athletics and Balibras, housed under HanesBrands by condensing the number of different software platforms being used to operate each brand’s website while lowering the overall cost of ownership for the client.
CHALLENGE
With several websites operating on monolithic platforms such as IBM Websphere, it was essential to consolidate platforms before their software license renewal in June 2020. As a result of having too many vendors operating different sites, it made running each solution not only disjointed but expensive.
OUR APPROACH
BORN’s strategic approach for HanesBrands was to build a Global Reference Architecture (GRA) that enabled HanesBrands to align their Brands into a Global Standard Platform and further streamline implementations to quickly get websites up efficiently both from a delivery timeline and cost perspective.
OUT-OF-THE-BOX DESIGN
The client looked for a custom design based on the Bulldog framework but went with additional functionality to meet their specific business needs.
LEVERAGING PACKAGIST
BORN created a code repository through Packagist, allowing HanesBrands to share code across brands.
PRIORITIZING SITES
BORN gave HanesBrands a global roadmap that would guide them as they migrated from their various platform providers.
Project
Back-Office Transformation
Industry
B2B
Telecommunications
Services
Business Process Operations
Information Tech
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OUR APPROACH
BORN’s strategic approach for HanesBrands was to build a Global Reference Architecture (GRA) that enabled HanesBrands to align their Brands into a Global Standard Platform and further streamline implementations to quickly get websites up efficiently both from a delivery timeline and cost perspective.
OUT-OF-THE-BOX DESIGN
The client looked for a custom design based on the Bulldog framework but went with additional functionality to meet their specific business needs.
LEVERAGING PACKAGIST
BORN created a code repository through Packagist, allowing HanesBrands to share code across brands.
Challenge
There were numerous areas that required attention and improvement, including customer care voice chat support, back-office ticketing, bill data audits, post-sales support, and enterprise technical support. Leveraging our digital, contact center, and consulting expertise, we implemented a compatible tech stack with a powerful RPA, AI, and workflow combination.
Solutions
Through the introduction and integration of RPA, our team automated back-office tasks to improve lead and response times. The bill auditing process was transformed end-to-end with a next-gen API solution and extensive IT engagement. We integrated multiple back-office applications to automatically share data for improved visibility, reduced resource allocation, and low error incidence.
Results
Robust efficiencies were achieved, with 20,000 monthly transactions deflected to RPA. To support the overall transformation, our team documented several processes into formal Standard Operation Procedures, which reduced the associate training program tenure from nine weeks to six weeks.
Recognition
Our work with Bell garnered critical acclaim, earning us an International Outsourcing Contract Award, European Contact Center & Customer Service Awards (ECCCSA), as well as a Gallup Trailblazer for Excellence in Engagement Award.
Project
Back-Office Transformation
Industry
Telecommunications
Services
Business Process Operations
Experience Management
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OUR APPROACH
BORN’s strategic approach for HanesBrands was to build a Global Reference Architecture (GRA) that enabled HanesBrands to align their Brands into a Global Standard Platform and further streamline implementations to quickly get websites up efficiently both from a delivery timeline and cost perspective.
OUT-OF-THE-BOX DESIGN
The client looked for a custom design based on the Bulldog framework but went with additional functionality to meet their specific business needs.
LEVERAGING PACKAGIST
BORN created a code repository through Packagist, allowing HanesBrands to share code across brands.
Challenge
There were numerous areas that required attention and improvement, including customer care voice chat support, back-office ticketing, bill data audits, post-sales support, and enterprise technical support. Leveraging our digital, contact center, and consulting expertise, we implemented a compatible tech stack with a powerful RPA, AI, and workflow combination.
Strategy and Insight
Connecting the disjointed systems while improving the CX became the key mission throughout our engagement. We introduced a number of unique features, such as interactive bills with an integrated audit invoice check, which ensured accuracy of customer bills and ultimately saved the brand time in customer service.
Solutions
Through the introduction and integration of RPA, our team automated back-office tasks to improve lead and response times. The bill auditing process was transformed end-to-end with a next-gen API solution and extensive IT engagement. We integrated multiple back-office applications to automatically share data for improved visibility, reduced resource allocation, and low error incidence.
Results
Robust efficiencies were achieved, with 20,000 monthly transactions deflected to RPA. To support the overall transformation, our team documented several processes into formal Standard Operation Procedures, which reduced the associate training program tenure from nine weeks to six weeks.
Recognition
Our work with Bell garnered critical acclaim, earning us an International Outsourcing Contract Award, European Contact Center & Customer Service Awards (ECCCSA), as well as a Gallup Trailblazer for Excellence in Engagement Award.
Project
Back-Office Transformation
Industry
Telecommunications
Services
Business Process Operations
Information Tech
Integration Experience
Performance Engineering
Technology & Engineering
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OUR APPROACH
BORN’s strategic approach for HanesBrands was to build a Global Reference Architecture (GRA) that enabled HanesBrands to align their Brands into a Global Standard Platform and further streamline implementations to quickly get websites up efficiently both from a delivery timeline and cost perspective.
OUT-OF-THE-BOX DESIGN
The client looked for a custom design based on the Bulldog framework but went with additional functionality to meet their specific business needs.
LEVERAGING PACKAGIST
BORN created a code repository through Packagist, allowing HanesBrands to share code across brands.
Strategy and Insight
Connecting the disjointed systems while improving the CX became the key mission throughout our engagement. We introduced a number of unique features, such as interactive bills with an integrated audit invoice check, which ensured accuracy of customer bills and ultimately saved the brand time in customer service.
Solutions
Through the introduction and integration of RPA, our team automated back-office tasks to improve lead and response times. The bill auditing process was transformed end-to-end with a next-gen API solution and extensive IT engagement. We integrated multiple back-office applications to automatically share data for improved visibility, reduced resource allocation, and low error incidence.
Results
Robust efficiencies were achieved, with 20,000 monthly transactions deflected to RPA. To support the overall transformation, our team documented several processes into formal Standard Operation Procedures, which reduced the associate training program tenure from nine weeks to six weeks.
Recognition
Our work with Bell garnered critical acclaim, earning us an International Outsourcing Contract Award, European Contact Center & Customer Service Awards (ECCCSA), as well as a Gallup Trailblazer for Excellence in Engagement Award.
Project
Back-Office Transformation
Industry
B2B
Telecommunications
Services
Business Process Operations
Experience Management
Integration Experience
Technology & Engineering
Testing Services
![]()
OUR APPROACH
BORN’s strategic approach for HanesBrands was to build a Global Reference Architecture (GRA) that enabled HanesBrands to align their Brands into a Global Standard Platform and further streamline implementations to quickly get websites up efficiently both from a delivery timeline and cost perspective.
OUT-OF-THE-BOX DESIGN
The client looked for a custom design based on the Bulldog framework but went with additional functionality to meet their specific business needs.
LEVERAGING PACKAGIST
BORN created a code repository through Packagist, allowing HanesBrands to share code across brands.
Strategy and Insight
Connecting the disjointed systems while improving the CX became the key mission throughout our engagement. We introduced a number of unique features, such as interactive bills with an integrated audit invoice check, which ensured accuracy of customer bills and ultimately saved the brand time in customer service.
Solutions
Through the introduction and integration of RPA, our team automated back-office tasks to improve lead and response times. The bill auditing process was transformed end-to-end with a next-gen API solution and extensive IT engagement. We integrated multiple back-office applications to automatically share data for improved visibility, reduced resource allocation, and low error incidence.
Results
Robust efficiencies were achieved, with 20,000 monthly transactions deflected to RPA. To support the overall transformation, our team documented several processes into formal Standard Operation Procedures, which reduced the associate training program tenure from nine weeks to six weeks.
Recognition
Our work with Bell garnered critical acclaim, earning us an International Outsourcing Contract Award, European Contact Center & Customer Service Awards (ECCCSA), as well as a Gallup Trailblazer for Excellence in Engagement Award.
