Global EUC Deployment: Managing 2,500+ Assets across 21 Countries
Global EUC Deployment: Managing 2,500+ Assets across 21 Countries
About the Client
Scope
Scheduled Visits & Dispatch
No. of Sites
570 Sites across 21 countries in NA, Europe and APAC
No. of Devices
2500+
Industry
Retail
Challenges
Geographic Fragmentation: Supporting a vast estate of EUC devices across 21 countries created significant logistical hurdles and fragmented operational standards.
Extended Operational Hours: The retail environment required support outside of standard business hours, as sales must continue and store operations must remain functional regardless of the time of day.
Fluid Infrastructure: Frequent changes in store locations strained asset tracking and last-mile delivery, making it a challenge to manage with precision.
Remote Site Accessibility: Over 45 stores were located in remote regions, making it difficult to maintain strict SLAs for on-site response times.
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Solution & Visible Results
Phased Resource Deployment: We implemented a strategic rollout, prioritising VIP users, offices and regional hubs before scaling out to the wider retail estate to maintain project stability.
Extended Service Windows: We established flexible support hours tailored to the retail clock, providing on-site assistance during late shifts without the need for constant escalation.
Agile Governance Framework: Through scheduled governance calls, we maintained a real-time tracking system to update site addresses and manage logistics dynamically.
Global Delivery Network: Leveraging our direct presence in every region, we fulfilled last-mile delivery to remote sites, maintaining high First Time Resolution (FTR) rates even in difficult-to-reach locations.
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