Background
Britain’s favorite retailer, is known for bringing quality food, homewares and clothing to millions of people around the world. Having existed since the late 1800s, they are a popular feature of the British high street with more than 1,000 UK stores plus over 450 international outlets and ecommerce. Since 2020, TeamViewer DEX has helped to solve some of its core challenges, including managing and monitoring complex point-of-sale (POS) systems..
Challenge
POS systems can be notoriously tricky for offline stores to manage. When these systems fail or lag, digital disruptions occur for both employees and customers. Customers either decide to wait for the problem to be resolved or leave without completing the sale—resulting in a poor retail experience. Similtaneously, onsite employees must also try to work around these ongoing disruptions. They need to address issues quickly and painlessly while trying to get engineers to restore device uptime. Without endpoint visibility and monitoring capabilities, organizations will struggle to provide a positive digital employee experience (DEX) and customer experience (CX).
Solution
With the TeamViewer DEX Platform, this global retailer can pinpoint where the issues in the POS process occur and identify the problem. This means engineering teams can quickly respond to, monitor, and predict these issues moving forward. This information is key to helping reduce call times from the prior average of twenty minutes, the mean time to resolution (MTTR), and improve the overall user experience and device uptake.
Results
- Device uptime increase from 92% to 98%
- The ability to predict issues across the estate
- Simpler endpoint management for 26,000+ devices
- A lower MTTR
- Reduced employee workloads
- Better DEX and CX
“Within a day of initial deployment, 1E could tell us exactly what was happening with that long-standing POS issue. That’s visibility we simply didn’t have before – at that speed, in that detail, in one place.”
Outcome
RLI Insurance transformed IT operations with measurable outcomes:
- Enhanced DEX and employee productivity.
- Reduced troubleshooting time by 30 minutes per interaction.
- Proactive, data-driven decision-making using actionable insights.
- Streamlined patch validation, freeing IT resources for other initiatives.
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