Overview
A leading national telecommunications company with 68 retail sites across Australia serving millions of customers, faced complex challenges in managing its IT operations resulting in operational inefficiencies and significant downtime. Ignite provided a tailored managed services solution that was reliable, scalable, and cost effective, enabling streamlined operations, improvements in system performance and reduced operational disruptions.
Challenges
The client’s challenges included frequent system outages, inconsistent IT support, and inefficiencies in technology infrastructure. These issues impacted its ability to deliver a consistent customer experience, affecting store operations, and putting strain on their internal IT team. They needed a partner who could provide reliable and flexible IT support and help them optimize their technology landscape.
Solutions
Ignite delivered a comprehensive managed services solution tailored to the client’s specific needs which included:
- IMACD Rollout: end-user computing (EUC) services, including the deployment, maintenance and secure disposal of assets and managing the lifecycle of point of sale systems, registers, desktops and laptops at scale and in a very flexible manner
- Onsite and remote services: delivering comprehensive support, ensuring smooth IT operations thorough effective incident management, strict adherence to SLAs and reliable, proactive break fix services along with network IMAC and smart hands support in a flexible model
- 24/7 IT desktop support: proactive monitoring, and incident management to prevent outages and minimize downtime.
Outcomes
The client saw a marked improvement in their store operations, allowing them to focus more on their core business and less on IT-related issues. As a result, customer satisfaction levels rose, and the internal IT team experienced a reduction in workload and stress.
Enhanced IT Infrastructure: Streamlined operations across 68 stores, improving efficiency and reliability.
Reduced Downtime: Rapid and effective support minimized operational interruptions.
Optimized Asset Management: Comprehensive IMACD services ensured precise management of the IT asset lifecycle.
Improved Performance: Expert network management enhanced the performance and stability of the IT environment.