Case Study

Seamless IT Support for a Global Retail Client

  • GSI: Tech Giant
  • Delivery Partner: TecTigers
  • Regions Covered: North America, EMEA, and APAC

Brief Overview

A global retail client partnered with Tech Giant and TecTigers to address the challenges of managing IT support for over 1,500 stores across North America, EMEA, and APAC. TecTigers provided a tailored Ad hoc Dispatch Service (FSO), deploying 850 named engineers to support 150,000+ devices, handle 179+ monthly dispatches, and achieve a stellar 98.4% SLA compliance. This partnership ensured smooth IT operations, reduced downtime, and enhanced the client’s retail operations globally.

Fast Facts

Devices Managed
0 +
Number of Stores Supported
0 +
Monthly Dispatches
0 +
Named Engineers Deployed
0
SLA Compliance
0 %

SLA Levels: Same Business Day (SBD) & Next Business Day (NBD)

Ongoing Project Duration
0 M

Client Challenges

The global retail client faced operational complexities in maintaining consistent IT support for their expansive retail network:

  • Complex Store Network: Over 1,500 stores required reliable support for 150,000+ devices, including Point-of-Sale (POS) systems, networking equipment, and back-office IT infrastructure.
  • Resource Coordination: Rapid response to ad hoc dispatch requests for device repairs, installations, and troubleshooting was critical to maintain store operations.
  • IT Asset Disposal Compliance: Managing a geographically dispersed team to meet dynamic dispatch needs was a significant challenge.
  • SLA Compliance: Achieving strict Same Business Day (SBD) and Next Business Day (NBD) SLAs was essential to minimize operational disruptions.

Solution Delivered by TecTigers

TecTigers collaborated with Tech Giant to provide a robust Ad hoc Dispatch (FSO) service tailored to the client’s needs:

    1. Dedicated Field Engineering Team
      • Deployed a team of 850 named engineers strategically located across regions to ensure rapid response.
    2. Comprehensive Device Support
      • Supported 150,000+ devices, including POS systems, servers, and networking equipment, ensuring seamless store operations.
    3. Streamlined Dispatch Management
      • Efficiently managed 179+ monthly dispatches, ensuring timely resolution of ad hoc requirements.
    4. SLA-Focused Service Delivery
      • Achieved a 98.4% SLA compliance rate for both SBD and NBD requirements, exceeding client expectations.
    5. Global Coordination
      • Leveraged regional hubs across North America, EMEA, and APAC to ensure seamless logistics and resource deployment.
    6. Centralized Reporting and Analytics
      • Provided real-time insights into dispatch statuses, SLA compliance, and engineer performance to support operational excellence.

Key Outcomes

  • Enhanced IT Support:
      Delivered uninterrupted IT operations for 1,500+ stores with minimal downtime.
  • High SLA Compliance
      Maintained 98.4% SLA adherence, ensuring exceptional service reliability.
  • Efficient Resource Utilization
      Coordinated a team of 850 named engineers to provide consistent support across three major regions.
  • Improved Retail Operations
      Reduced device downtime and ensured rapid resolution of IT issues, enabling smooth store operations.
  • Scalability and Flexibility:
      Scaled services seamlessly to meet fluctuating dispatch demands across global locations.
ClientGlobal Retail Client
OfferingAd hoc Dispatch (Field Service Operations - FSO)