Streamlining Grocery IT:

Optimizing Back Office and In-Store Support

IT infrastructure is the backbone of operations and customer experience in the fast-paced retail grocery industry. Without modern, efficient systems humming in stores and the back office, everything from inventory management to customer-facing tools can grind to a halt.

Retailers face growing IT challenges, from managing point-of-sale systems to inventory and customer tools. An operationally focused managed services provider (MSP) ensures seamless tech rollouts, proactive maintenance, and strategic IT support, keeping grocery operations efficient.

With remote monitoring, 24/7 issue resolution, and cost-effective solutions, MSPs minimize disruptions while eliminating the need for extensive in-house IT teams. Advanced cloud services, cybersecurity, and AI-driven analytics help enterprises stay competitive in an evolving tech landscape.

As a trusted MSP, Compucom provides field services, cutting-edge digital support, and expert project and professional services to help grocery retailers enhance productivity and minimize downtime.

Simply put, the solutions optimize in-store and back-office technology, so retailers can focus on delivering exceptional customer experiences.

A leading grocery retailer in the southeast operating hundreds of locations across multiple states faced critical operational challenges:

1. Keeping in-store technology running efficiently while maintaining a seamless experience for both customers and employees.

    "If the equipment isn't working, employees aren't focused on the consumer anymore."

2. Upgrading back-office infrastructure to support a growing business while improving operational efficiency.

A leading grocery retailer in the southeast operating hundreds of locations across multiple states faced critical operational challenges:

1. Keeping in-store technology running efficiently while maintaining a seamless experience for both customers and employees.

    "If the equipment isn't working, employees aren't focused on the consumer anymore."

2. Upgrading back-office infrastructure to support a growing business while improving operational efficiency.

To keep store technology running smoothly, Compucom developed a structured program to handle repairs and maintenance more efficiently, reducing disruptions and speeding up resolution times. Over time, the company expanded the initiative by:

• Providing multiple levels of support:
  • Basic Support (Level 1): Quick fixes handled remotely or through simple troubleshooting.
  • Advanced Support (Level 2): More complex issues solved remotely or by sending an expert technician to the store.
• Reducing unnecessary technician visits: By refining the repair process, many issues could be fixed remotely, cutting down the number of in-person service calls and lowering costs.
  
  
• Implementing preventative maintenance: Instead of waiting for things to break, store data helped predict potential issues, allowing proactive repairs to extend equipment life and improve budget planning.

Through this modernized support system, this retailer now enjoys faster problem resolution, fewer disruptions, and a more cost-effective way to keep store technology reliable.

Recognizing the need for a large-scale IT infrastructure upgrade, the retailer sought to replace 1,600 outdated thin-client devices, not over a typical twelve-month timeline, but in just three months.

The modernization effort followed a laser-focused strategy, ensuring each upgrade happened seamlessly and efficiently across hundreds of locations.

1. Building a High-Performance Team: A dedicated project management and technical support team was assembled to execute flawlessly under tight deadlines.
   
   
2. Leveraging Remote Support: Level 1 Support technicians and Remote Resolution Level 2 Support services minimized the need for on-site technician visits, accelerating fixes.
   
   
3. Optimizing Logistics: Using a central warehouse as a staging ground, inventory management and shipping were streamlined to ensure devices arrived ready for installation.
   
   
4. Specialized Technician Training: Every technician was equipped with precise deployment knowledge, ensuring expert handling at each location.
   
   
5. Airtight Scheduling: Planning was meticulously structured, ensuring each store received its upgrades on time with zero disruptions.
   
   
6. Flawless On-Site Execution: Hardware installation, final testing, and documentation were conducted with precision, guaranteeing operational continuity.