In-Store Technology Support Helps Southeastern Grocers Create Superior Shopping Experiences

CompuCom supports 800 grocery stores as well as 1,500 end users and 3,000 devices.

Southeastern Grocers is the parent company of BI-LO, Harvey’s and Winn-Dixie grocery stores. As the fifth largest conventional supermarket chain in the U.S., BI -LO and Winn-Dixie are both well-respected and well-known regional brands. Each has deep heritages, strong neighborhood ties and focus on creating superior shopping experiences for customers.

The Challenge
Southeastern Grocers has a strong commitment to providing the best possible quality and value to their customers. In order to focus on their customers, they needed to streamline their IT service delivery strategy. The grocer had multiple original equipment manufacturers (OEMs) supporting their IT environment. They made the decision to consolidate to one service provider and selected CompuCom® to support their IT vision.

The Solution
In 1994, Southeastern Grocers turned to CompuCom because they recognized the value of CompuCom’s technology independent approach, retail expertise and service delivery track record. CompuCom designed a comprehensive solution to address Southeastern Grocers’ needs, which included in -store technology support for approximately 800 grocery stores as well as IT support for corporate headquarters, encompassing more than 1,500 end users and 3,000 devices.

CompuCom delivers on-site support, service desk, deskside support, dedicated program management, depot services and project management. Applications support and professional services are also provided, as needed. As part of this engagement, CompuCom assumed responsibility for Level 1 service desk, which Southeastern Grocers had been supporting through its internal IT group. To deliver added cost savings, CompuCom leveraged its Mexico City delivery center. As a result, Southeastern Grocers is enjoying 30 percent year -over-year cost savings. An added benefit is that call and handle times have significantly decreased, resulting in higher levels of end-user satisfaction. In addition, CompuCom implemented a new depot billing model to reduce internal costs and improve the operating budget.

The Result
As one of the fastest growing retailers in the U.S., Southeastern Grocers relies on CompuCom to provide a stable, scalable IT environment that allows them to integrate new stores in a secure and efficient manner. CompuCom was instrumental in helping Southeastern Grocers develop a new IT Service Management system around multi-tenant ServiceNow. CompuCom’s support and integrated business model enhanced Southeastern Grocer’s ability to acquire and integrate other grocers into their brand on time and within budget.

CompuCom delivers cost-effective solutions on time and within budget by leveraging ITIL-based best practices. CompuCom has established itself as a trusted partner to Southeastern Grocers by implementing continual improvement processes, consistently delivering on commitments and meeting or exceeding all SLAs.

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