Maintain
Field IT support across distributed retail operations
Online grocery retailer, IndiaField engineering support across warehouses, dark stores and hubs, covering endpoints, handheld devices, networking and store IT so operations continue through the day.
At a glance
What the programme covered
Multi-city
Locations supported
Field
On-site engineering model
Handhelds
Scanners and mobile devices covered
Daily
Operations-hours coverage
The challenge
- Sites spread across cities, many operating outside conventional office hours.
- Handheld scanners and store IT directly tied to order picking and dispatch.
- Faults needing on-site attention quickly, with no local IT presence at each site.
What we did
- Deployed field engineers on city-level beats covering clusters of sites.
- Held a local spares buffer for handhelds, networking and store peripherals.
- Aligned support hours to operational hours rather than office hours.
Scope of delivery
Executed workstreams
Store and hub IT
- Desktops, printers and label devices
- Network switch and access point support
- Structured cabling fault isolation
Handheld estate
- Scanner and mobile device break-fix
- Battery and accessory replacement cycles
- Device swap-out to keep picking running
Coverage model
- City-level engineer beats across site clusters
- Local spares buffer to avoid transit delay
- Support hours aligned to operating hours
Outcomes
What the customer got
- On-site attention available across distributed sites without local IT hires.
- Handheld faults resolved by swap-out so picking and dispatch continued.
- Support hours matched to the way the operation actually runs.
Next step
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