Solution Background

A well-known brand client operates over 500 stores across China. Each store engages multiple suppliers, with each responsible for either hardware or software support only. When issues arise, store managers often need to contact multiple vendors, each with differing service processes and standards. This leads to delayed resolutions and unclear responsibilities, resulting in prolonged system downtimes.
To address these challenges, we proposed a "One-Stop Service for Branded Stores" solution. It aims to provide end-to-end technical support throughout the lifecycle—from hardware deployment to software operation and maintenance—ensuring efficient and stable business operations. The core objective is: “Plug-and-play, worry-free fault resolution.”

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Solution Description

We deliver comprehensive O&M services for 550 stores in 27 cities, including:

  • Factory / Warehouse / Data Center Support: Structured cabling, network maintenance, UPS and air conditioning support, FM200 fire protection system maintenance, environment monitoring, access control systems
  • 24/7 IT Helpdesk Support: IT incident response, onsite task dispatching, incident/service request tracking and escalation, service data analytics, user satisfaction management
  • Onsite Store Services (24/7): 4-hour response time for emergency onsite support
  • Software Support Includes: Troubleshooting, software configuration, antivirus and reinstallation, installation and setup of peripherals like printers, usage guidance after first-time installation, POS and other client-specific applications
  • Hardware Support Includes: Hardware diagnostics and configuration, hardware failure assistance, vendor liaison and third-party coordination
  • Pre-Installation Services: Unpacking, configuration, installation, and testing; equipment relocation (packing, delivery, unpacking, testing); software/hardware upgrades; configuration changes
  • Service Level Commitment: 24/7 support; standard faults resolved next day onsite, urgent faults responded to within 2 hours

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Key Advantages

  • Fast Response: Single point of contact with 15-minute remote response SLA
  • Cost Control: Fixed rate, budget-friendly and predictable
  • Comprehensive Coverage: Software + Hardware + Network fully included
  • Standardization: Streamlined processes reduce human error

Customer Pain Points:

  • Low Cost-Performance Ratio: Service fees paid do not match the actual service quality and outcome. Despite high spending, IT system stability and performance fall short of expectations—resulting in resource waste.
  • Slow Fault Response: After a store reports a fault, it often takes too long for technical personnel to respond—especially during peak business hours, affecting store operations significantly.
  • Lack of Unified Management: IT services are handled by multiple suppliers: hardware vendors for repairs, software developers for system upgrades, and network providers for connectivity—without centralized coordination. This causes service disconnects and blame-shifting.

Customer Benefits:

  • Improved service continuity, reducing business risk
  • Nationwide service stations and spare parts depots reduce total maintenance costs
  • Proactive inspections and optimization suggestions reduce fault rates and enhance IT value
  • Internal IT teams are freed from daily O&M tasks, allowing greater focus on core business development