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.