Field and on-site IT support for a food and beverage enterprise
Getronics helped a major food and beverage enterprise improve field and on-site IT support across a complex regional operation, combining responsive technical service, asset management, reporting, and SLA discipline.
Talk to an expert
- Industry: Food & Beverage
- Region: South America
A major food and beverage enterprise needed to reduce IT support costs while improving service speed, quality, and consistency across a complex regional operation. The client required reliable field and on-site services for over 20,000 employees, 31,000 supported devices and multiple locations such as stores, factories, and multiple data centres.
Getronics provided a managed support model covering hardware maintenance, equipment installation and configuration, asset management, reporting, and real-time technical assistance.
On this page
Challenge
The client needed to reduce operating costs, improve IT support quality, resolve critical incidents faster, and keep distributed sites running with consistent SLA delivery.
Solution
Getronics delivered field and on-site IT support covering preventive and corrective hardware maintenance, software support, equipment installation and configuration, asset management, performance monitoring, reporting, and remote and on-site technical support.
Results
The client gained a more consistent support model, handling 2,000 tickets each month while improving response speed, user experience, and service delivery satisfaction.
Improving IT support across a complex food and beverage operation
With operations spread across many sites, the client needed timely support for users, production environments, stores, and data centre locations. High demand for equipment maintenance, critical incidents, and device replacement created risk of employee downtime. Internal teams needed service consistency across over 30,000 devices, over 40 stores, around 15 factories, and 37 data centres, without losing control of cost or service quality.
The client also needed a model that could scale with growth, meet SLA requirements, and create the operational clarity required for future service improvements.
Direct field and on-site services with clear performance control
Getronics took over field and on-site support operations across the client’s regional sites, deploying more than 40 specialised service professionals. The team provides direct technical support, preventive and corrective hardware maintenance, equipment installation and configuration, and asset management. Support is delivered on-site and remotely to resolve critical incidents quickly and limit employee downtime.
Getronics also introduced continuous performance monitoring, detailed service reporting, and regular reviews. This gave the client clearer visibility across support demand, SLA delivery, and process improvement opportunities, while keeping the service grounded in practical day-to-day needs rather than speculative technology claims.
Faster support, stronger visibility, and a better user experience
The partnership improved the consistency, speed, and quality of IT support across a complex food and beverage operation. The service handles thousands of tickets each month, with strong results across first-contact resolution, same-day resolution, and satisfaction in service delivery.
By bringing field support, device services, asset management, reporting, and service discipline into one model, Getronics helped reduce downtime and support smoother daily work.
99.6%
Tickets resolved on the first contact
80%
Tickets resolved in less than 24 hours
96%
Satisfaction in service delivery
