Retail Chain Reduces IT Costs 35% with Managed Services

Overview

A 200-location retail chain was spending heavily on a fragmented IT support model with inconsistent service quality. This case study documents the transition to a managed services model that reduced total IT costs by 35%, improved first-call resolution to 94%, and provided 24/7 support coverage for the first time. Covers the evaluation process, transition planning, SLA negotiation, and first-year results.