Managed services solution provides relief for retailer

Challenge

 

Our client, a retail company that sells furniture, mattresses, and home appliances, was struggling with their current managed services provider. They would submit helpdesk tickets and wouldn’t hear back for weeks, causing significant delays and backlog issues as an organization. Frustrated with the lack of service and responsiveness, they began looking for another managed services provider.  

We had previously worked with this client to support Dynamics 365, and with their transition to Azure, they looked to Fusion to support their immediate transactional IT needs.  

Solution

We began working with this client as their managed services provider and started immediately to eliminate the backlog of issues that had not been resolved by their previous provider. 

We now provide services for both their stores and their corporate office, including:   

Support Services:  

  • Monitor online support via email ticketing system  
  • Provide near real-time monitoring and alerts  
  • Best effort monitoring for unsupported platforms  
  • Support for store IT infrastructure equipment issues (e.g., wireless access points, printer toner, etc.)  

New Stores Deployment: 

  • Build machines for new locations  
  • Setup store router and access points  
  • Create users in the retail point system  
  • Setup printers  
  • Setup new phones 
  • Create a new store group in Outlook 
  • Create a ticket number for each new location 

We also partnered with their internal IT team to roll out new hardware in their stores and ensure no need goes unresolved, and facilitate tickets to additional third-party vendors to ensure all issues are resolved seamlessly and in a timely manner.  

We facilitate tickets through each responsible party to ensure that the process is completed seamlessly and on time.  

Outcomes

With our new manager services partnership, they have coverage for over 400 stores nationwide, from 8 am EST to 9 pm Hawaii time, and can function without the burden of waiting to get issues resolved. We have handled almost 10,000 tickets in the last year and have partnered with Gurus-To-Go to ensure they have hands-on service no matter where their stores are located. 

They are now equipped to open new stores without delays from technology setup or hardware, which has allowed them to open up multiple new locations in a significantly quicker timeframe and reduce the strain on their resources.  

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Average of 70 tickets/day  
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78% same-day close rate  
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1.5 days average to close  

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