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.
Interested in Similar Results?
Let us handle your IT headaches — from helpdesk to AV, we’ve got your locations covered.