Retail Case Study

Retail Case Study

What is the scope of project?

The customer has a total of 45 sites located in 17 countries (12 in EMEA and 5 in APAC).

Multiple sites brought multiple challenges for us!

  • The sites include corporate office locations as well as factories, which requires bespoke support, such as factory equipment, AV technical support services and 24-hour on-site-coverage.
  • Servicing in Retail industry is never easy as the customers are very demanding.
  • Another major challenge was wide-range of in-store devices supported.
  • Providing ongoing or flexible services during pandemic.

What are we doing?

  • Excis has provided services to our end client for the past three years. This support consists of dedicated desktop and network engineers at company sites across APAC, as well as dispatch services in EMEA.
  • Across EMEA, Excis have provided engineer dispatch support across all corporate and store locations for the past three years.
  • Operating a NBD SLA, we started providing support at around 20 locations, growing that now to 40 stores/offices across the region, including islands such as Mallorca.
  • With every store opening Excis has provided the engineer resource to install the necessary hardware at each site, ready for the store opening date.
  • At time of launch Excis provide a white glove service, deploying an engineer on site for 2 days to avoid any disruption to services. Following that, a two-week hyper-care service is provided.
  • All engineers comply to Under Armour on-site standards.

What was the scope of devices?

Device scope include an extensive list encompassing the end user laptops, personal devices, POS devices, printers and network devices.

 

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