Client: International Retail Group (Confidential) · Industry: Banking & Financial Services
At a Glance
Challenge: Support required across retail stores in 3 time zones, Lack of unified asset tracking and IT ticketing process, Urgent AV and hardware rollouts in 7 new store locations
Approach: Deployed full-time and on-call support teams per country, Implemented IMAC service + asset disposal at scale, Integrated ServiceNow ITSM and remote monitoring, Provided AV setup + training in 7 outlets within 10 days
Results: Delivered 24/7 SLA-based IT support across 37 locations, reducing downtime by 82% and saving $48,000 annually in maintenance overhead
Technologies used: AV Tech, ServiceNow, MDM, Networking Tools
Scope of the Project
A multinational retail group with growing presence in the U.K., U.S., and UAE was struggling with decentralized IT support, high downtime, and lack of AV infrastructure in new outlets. They needed a vendor to take full control of IT operations with SLA guarantees, asset lifecycle coverage, and round-the-clock helpdesk.
How Yabuh Delivered
Yabuh implemented its Managed IT Support solution across all active locations. We deployed a mix of full-time field engineers and remote specialists to cover:
- Helpdesk Solutions (24/7 ticketing via ServiceNow)
- IMAC Services (install, move, add, change)
- Third Party Maintenance (TPM) for legacy hardware
- IT Asset Disposal with secure data destruction
- Retail Support including POS setups, printer repairs
- Full-Time Engineers stationed in high-traffic cities
- SLA-Based Dispatch technicians in Tier 2 cities
- Global Deployment Support for outlet expansion
- AV Tech Integration for digital displays & conferencing
Each technician followed SOPs and documented every resolution using client-aligned reporting formats. For emergency break-fix issues, SLA-tied dispatch engineers responded within 4 hours.
Measurable Impact
- Uptime increase: from 89% to 99.5% across locations
- Hardware lifecycle extended: by 18% using TPM
- Centralized asset tracking and disposal
- Staff tech training: improved AV adoption by 46%
- 3 new cities added under 1-week notice for rollout
Long-Term Partnership
Due to the success of the pilot, Yabuh signed a 1-year contract extension and is currently preparing to onboard additional warehouse and regional office locations.
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