This Fortune 400 retailer provides a global family of specialty brands, selling hardware, software, and accessories, as well as downloadable content. Initially, their IT support for stores was done in-house, but IT was not a core competency. In order to scale, they needed to deliver services to their stores more consistently. CompuCom was selected in August 2016 for our depth and knowledge of retail. They were impressed with our MyStore solution and field capabilities and were pleased with our Paulsboro operation.
In 2018, the retailer was working with another vendor that was unable to complete deployments as agreed. CompuCom was hired to refresh POS equipment in approximately 2,500 stores.
The customer was nervous initially, due to the failure of the prior vendor.
The $1.1M project was completed in 5 months, 3 weeks ahead of schedule, with no budget variance.
The CompuCom project team was able to meet store-level conversion objectives for 98.7 percent of the stores. The SLA achievement for same-day installation was 96 percent, with only 4 percent of the stores rescheduled. The overall performance score for the project, based on a combination of schedule and pre-defined success factors, was 97.96 percent.
CompuCom reset expectations by setting the bar high during the first few weeks of the project, with high-precision delivery.
The retailer has been “extremely delighted” with CompuCom performance.
Selecting CompuCom for all services gave the retailer one vendor to go to and ultimately hold responsible. CompuCom has built a strong relationship with this customer and has continued to win follow-on project work.