Learn how a Retail customer handled fast growth with our IT managed services and logistics solutions!
The customer is a retail shoe chain that has been in business for the past 50 years. Their focus is to sell quality footwear at affordable prices. Their strategy to open stores in the Middle East and Latin America along with an e-commerce platform has helped them face financial and consumer behavior changes. Today they operate more than 700 stores.
The main problem that the company had was that it did not have the management and control of IT providers with stores in different countries.
The store locations growth outpaced their IT readiness. Therefore, inefficiencies arose with decentralized incident handling, unavailability of spare parts and nonstandard processes. Downtimes in critical equipment such as POS was affecting significantly store productivity.
Downtimes averaged 5 days.
The solution was to identify a single technology service provider. Netser was given the opportunity of providing a break and fix solution in all stores at the beginning with very demanding SLAs. Later, both companies took a holistic approach where installation services were added along with in country warehousing for spare part handling.
Netser had the flexibility and they adapted to the customer’s technologies. Hence, ticketing systems where integrated to ensure a lean operation and continuity of services. Additionally, Netser’s technicians received constant trainings that kept them updated in the different technologies that were implemented.
Downtimes improved to an average of resolution times in the next business day or same day.
Plans for the future
The company wants to keep expanding its business in Latin America and the Caribbean. They plan to invest in technology with Netser as a single IT provider. Hence, some equipment will be preconfigured at Netser’s facilities in Florida to make distribution and store readiness leaner.