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?

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