Client Overview
Our client is a well known international shoe retailer with a presence in 23 countries. The company started in the United States and has grown significantly in recent years, expanding across Latin America and the Caribbean.
The Initial Challenge
As this retailer expanded geographically, it faced growing challenges in managing its information technology needs. Previously, the company had to work with different IT service providers in each new country it entered, which created complexity and made it difficult to manage systems and equipment consistently.
Netser’s Solution
Netser began by supporting this client in the United States, offering specialized solutions and technical support. As the relationship grew stronger, Netser expanded its reach to serve the client in every new country where it opened operations. Today, Netser is a trusted partner across Latin America and the Caribbean, providing full IT services to 500 stores across 23 countries.
Services and Projects Delivered
Netser provides three main categories of service to this client:
- Break and Fix Support. Reactive technical support from field technicians, resolving issues and repairing equipment as needed.
- Logistics Services. Warehousing and management of equipment and spare parts, ensuring an efficient and reliable supply chain.
- Special Projects. Everything from computer refresh programs and image loading to cross border shipping, new equipment installation, and retirement of old hardware.
As part of this engagement, Netser integrated ticketing systems between both companies to provide Level 2 support, improving incident management. Netser also implemented proactive services such as preventive maintenance across the client’s various locations. To support transparency and accountability, Netser delivers weekly reports covering ticket activity, SLA compliance, and inventory management.
Project Duration
The partnership between Netser and this retail chain has lasted more than 10 years and continues today, reflecting a strong and lasting relationship.
Results Achieved
Throughout the engagement, the partnership has delivered measurable results and meaningful benefits for the client:
- Multi Country Service. Netser gives the client a single point of contact for both commercial and operational needs across every country it operates in, ensuring consistent, efficient service everywhere.
- Successful Project Rollouts. Netser has completed project deployments in record time, with 100% effectiveness. This has allowed the client to open operations in new countries without needing a local IT team, since Netser already has a presence in the regions where the company wants to grow. One standout achievement was replacing back office equipment across more than 400 stores, with 100% SLA compliance.
- Service Quality and SLA Compliance. Netser has consistently met its service level agreements, giving the client improved service quality and greater reliability in daily operations.
Looking Ahead
Netser continues working closely with this client, with plans to keep offering proactive solutions that reduce system and store level failures. Future plans also include consulting services, expanded remote hands support, and custom solutions designed around the specific needs of the client’s stores.
Netser’s Impact Across the Retail Industry
This client’s success story reflects why Netser is a trusted IT services provider for retail businesses more broadly. We consistently support retail companies with specialized IT services, including Level 1 managed support with help desk incident resolution, Level 2 remote hands support for cabling, security cameras, and computer equipment, and logistics services for managing equipment and spare parts. We also bring deep experience opening new store locations, helping companies reduce the time it takes to get new operations up and running anywhere in Latin America and the Caribbean.
In short, Netser offers a complete solution covering both personal devices and enterprise systems, delivering reliable, high quality IT service to retail businesses looking for efficiency and scalability through a dependable technology partner.