Support Services for Leading Retail Chain

Executive Summary

Industry: Retail
Technology: Cabling, CCTV, ATM, POS (Beldon, Bosch Security Systems, Agis)
Company Size: 8,600+ locations
Business Challenge: Due to its vast size, this retailer was unable to address individual maintenance requests and needed to create and implement a process.
Comm-Works Services: Support Services, Project Management, Installation
Comm-Works Solution: Comm-Works acted as an extension of this company by creating a procedure that each store location can implement to receive support and maintenance.
Business Result: Technicians’ standards were streamlined and replicated, allowing the retailer remote support and decreased expenses on dispatching a truck roll.

Customer Profile

Since being established in 1901, this retailer has grown to become one of the largest retail chains in the United States. It owns and operates 8,600+ stores in all 50 states, Puerto Rico, U.S Virgin Islands, Guam, and the District of Colombia.

Business Drivers

Often times when a company has grown to this size and scope, it is difficult to keep up with individual maintenance requests. This retailer needed a method that could readily provide both support and maintenance, while complying with its company systems standards for all of its locations in the United States and Puerto Rico.

Comm-Works Security Solution

Comm-Works was contracted by this retail chain to provide technology support by streamlining the method by which each location receives support. The reason for the success of this solution can be divided into two different sections: engineering and project management.

The Comm-Works engineering team produced an installation manual that is used by every Comm-Works technician when performing technology support service for this customer. These support services include cabling, CCTV systems, ATMs, electrical. This document clarifies standards and acts as a guide that technicians can utilize at every location. By creating a system that is identical at each location, the customer can become more cost efficient, as the ability to use a remote help desk support increases and the need to dispatch a technician decreases.

The second aspect that enables this support model to succeed is the Comm-Works project management team. Requests from each store location are generated from the customer’s own help center. These requests are sent to the appropriate project team, which has been handling this customer’s account for 15 years. This level of familiarity has allowed for exceptional speed and accuracy in completing requests and streamlining billing/invoicing.

Since the project began in 2011, Comm-Works has completed 4,825 CCTV support projects across the United States and Puerto Rico.

The CCTV Systems and Support involved are:

  • Installation
  • Cabling
  • Termination
  • Programing
  • Testing
  • Configuration & Focusing
  • Digital Video Recording
  • Public Video Monitor
  • Survey, Data, Electric

Based on the type of request, the project manager coordinates a technician to visit the site and provide the necessary support services needed dependant on the project. The customer often complimented and shown a great deal of appreciation to Comm-Works for its speed and proficiency in completing maintenance requests and follow-up phone calls.

Results & Value

By utilizing a single support provider, this retailer is able to keep many elements streamlined and consistent from site-to-site. Having identical systems company-wide allows the customer to decrease costs by increasing the likelihood a remote support services staff member can assist an on-site employee though the necessary steps. This streamlined system has proven to be more efficient and cost effective for the customer.

About Comm-Works

With a repeatable project management, deployment, and installation process for all of your locations on a national and global scale, Comm-Works is a one-stop solution for your IT needs. Comm-Works provides 24/7/365 support to over 150,000 customer locations. With 20,000+ technicians worldwide, Comm-Works can provide on-site support in 4 hours or less. Comm-Works is leveraging its all-encompassing knowledge of the IT industry to provide specialized security solutions. Comm-Works security solutions are built by analyzing the customer’s needs and environment to create the optimal solution.