Delivering Reliable IT Operations Across 400+ Retail Locations
A leading lifestyle and retail chain partnered with CIS to strengthen its IT and field support operations across 400+ retail stores and multiple European markets. The engagement required reliable next-business-day dispatch, on-site engineering support, and coordinated logistics to keep stores and production operations running smoothly.
The Challenge
Managing IT support across a large, geographically distributed retail network requires fast response times, strong coordination, and predictable service delivery. The client needed a partner capable of supporting retail stores while also managing equipment, spares, repairs, logistics, and ongoing store projects across multiple countries.
Our Solution
CIS established an integrated field support and logistics operation covering:
- Next-business-day dispatch support for 400+ retail locations
- Dedicated engineering support at the client’s production facility
- End-to-end IT support for new store openings and store closures
- Spares and equipment management, including warehouse support
- Equipment repair and logistics coordination
- Standardised operational processes to ensure consistent service delivery across countries
European Coverage
The service was delivered across 13 European markets, including:
UK, France, Switzerland, Great Britain, Spain, Ireland, Italy, Belgium, Netherlands, Austria and Germany, supporting the client’s geographically distributed retail operations.
Results
The engagement delivered measurable operational performance:
- 400+ retail shops supported
- Next-business-day SLA for dispatch support
- 100% TT SLA achievement
- Multi-country field support across Europe
- Centralised management of equipment, spares, repairs and logistics
- Reliable support for both ongoing retail operations and store lifecycle projects
Business Impact
By combining field engineering, logistics, equipment management and structured service delivery, CIS provided the client with a predictable and scalable IT support model. This enabled the retail network to maintain operational continuity while efficiently supporting new store openings, closures and day-to-day technology requirements.
CIS delivered a single, coordinated support operation across a complex European retail estate—combining speed, consistency and 100% SLA performance.
