The Client

A leading retail chain in the Midwestern United States, with approximately $20 billion in annual revenue, operates more than 240 supercentres across approximately 500 locations and employs around 70,000 people. Established in 1934, the organization has built a strong reputation for customer service.

The Challenge

The client’s Tier 1 technical support environment serves approximately 70,000 users and handles around 36,500 inquiries annually. Support covers hardware needs, including network connectivity, scanning devices and physical systems, as well as software installation, access-related issues and application support. Support was primarily delivered through voice and email channels.

As support expanded across Store Operations, Corporate Functions and Distribution Facilities, the client faced several challenges:

• Controlling costs while maintaining service quality
• Strengthening off-hours coverage
• Managing support queues
• Meeting performance targets

These challenges affected service continuity and operational efficiency, creating the need for a support model that could scale with changing business requirements.