The Business Challenge
Enable the success of all corporate- and franchise-owned stores by ensuring they
are continuously able to sell, order and receive products.
Cloud and Infrastructure Services including Service Desk for retail and enterprise
environments receiving ~30,000 calls each month; Global Field Services supporting
including front office and back office support and critical onsite support for POS;
integration of ITSM and field dispatch tools; miscellaneous project work including
major rollouts and deployments.
Results and Benefits
- Enhanced store experience by improving store uptime from 95% to 97%
- Reprioritized critical incidents to provide more focus on down stores
- Gained the ability to add new stores quickly