ESP delivers flexible technical support services to global retail customer during the pandemicDownload PDF Version ↓
What they required
Stefanini's customer has a significant international footprint, ESP completes the support offering by covering the countries where Stefanini is not present. We cover the customer’s operations in Europe, the Middle East, and Africa (EMEA) regions with service desk and on-site engineer support.
See the solution +
How ESP responded
Flexibility at the core
The retail customer has always been flexible in their approach to store set up and easily adapts to new challenges. ESP and Stefanini already have lasting experience supporting this.
With a presence in many countries, no two of which are the same, the support provided must adapt as required to meet the demands of the different stores and offices. Flexibility is at the core of the support delivered and it is provided remotely, so an increased dependence on remote service was not a new challenge for ESP.
While the client responded proactively to the pandemic, the scale of the outbreak and the international response has inevitably meant that the way of working was been impacted. “The contract covers so many territories, and even each city in some cases is deciding its own approach to COVID and the extent of its own closures,” Costin added.
The support between Stefanini and ESP and the customer has changed to some extent, mainly because of the travel restrictions. Up until COVID, the customer had a team of two engineers in charge of creating and building new stores.
When they were moving a store, they travelled across Europe and would work there for a couple of days and make sure that everything was installed. “As soon as the restrictions came in, of course we could no longer send them over there, so we started to respond with local engineers that could be dispatched to that site. In February 2021, we took over 16 client's stores, out of which 13 were in partnership with ESP,” concludes Costin.
This was a way in which the work adapted to meet these new requirements. We continued with the same service while ensuring that local restrictions were adhered to.
We're here and ready to help you find your solution
Tailored IT services and innovative solutions for your business. Contact us today to find out how we can help.
Back to top