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Lushen Padayachi | Massmart
“The TechBooth is about maintaining human interaction with in-person solutions. By offering flexible service locations, times, and methods, we can reduce escalations.”
About Massmart
Massmart is a South African retail giant that leads the market in general merchandise, liquor, home improvement, and wholesale groceries. It operates over 400 stores, including Game, Makro, and Builders Warehouse, across South Africa and has a presence in 12 other Sub-Saharan African countries. Founded in South Africa, Massmart is now majority-owned by Walmart.
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The business challenge
Massmart faced significant operational disruptions due to frequent IT escalations. These technical issues hindered productivity across various departments, as the reliance on remote IT support led to prolonged wait times for issue resolution. The delays caused substantial downtime, impeding daily operations and tasks, and executives, including Vice Presidents, struggled to attend crucial meetings or focus on strategic initiatives.
The impact of IT related challenges or incidents disrupted productivity and overall business performance. Massmart required an immediate and effective solution to improve IT support response times and restore efficient business operations. Addressing these challenges was crucial to maintaining productivity and ensuring the company could meet its strategic goals without the hindrance of prolonged technical disruptions.
Initially, Massmart employees received technical support remotely. While this method offered efficiency, it lacked the personal touch necessary to cultivate a VIP customer experience. Recognising this, MassMart sought a more human-centric approach. We responded by transitioning from remote to in-person support, fostering a stronger connection with their users.
The solution
Massmart partnered with us to implement an innovative on-site IT support solution, creating a seamless and human-centred experience to address technical issues. The Tech Booth, located on the third floor of the Home Office, allows employees to book an appointment to address any IT issue and receive timeous assistance. Upon arrival, a reception desk queues the employee for available tech resources based on their appointments, ensuring a structured and efficient process.
The tech resources provide on-the-spot assistance and log interaction calls to maintain comprehensive statistics, enabling continuous improvement. This resource-rich approach ensures employees receive personalised, knowledgeable support tailored to their needs, and resolve their IT support issues seamlessly. By having dedicated tech resources in place, we are able to solve problems promptly, eliminating the frustration often associated with technical difficulties for non-technical users.
Peripheral assets such as mice, screens, or cameras can be swapped out immediately, and personal devices can be set up swiftly. Our solution includes a rental model for the setup, comprehensive hardware and software support, staffing, onboarding of new users, and regular monthly reviews with trending analysis to ensure ongoing optimisation and satisfaction.
Our end-user computing services empower your staff and remove the hassles that interrupt their ability to be productive.
The real focus of end-user computing is not hardware and software; it’s people and productivity. Let us help you support both with our industry-leading solutions.
The benefits
The implementation of the Tech Booth provides Massmart with several significant benefits:
Immediate and personalised support
Employees receive face-to-face assistance, making the experience more personal and user-friendly. This immediate support helps resolve issues quickly and reduces the downtime caused by IT problems.
Efficiency and convenience
With a structured queuing system and dedicated tech resources, employees no longer need to consult multiple sources for help. This streamlined process increases efficiency and ensures that problems are addressed promptly.
Comprehensive coverage
Our solution covers all aspects of IT support, including hardware and software support, peripheral asset management, and personal device setup. This comprehensive approach ensures that all potential IT issues are managed effectively.
Resource-rich and knowledgeable support
Our tech resources are well-versed in Massmart's specific needs and systems, providing expertise and familiarity with the business. This ensures that support is not only immediate but also informed and relevant.
Proactive maintenance and optimisation
Monthly reviews and trending analysis help identify recurring issues and trends, allowing for the implementation of proactive measures. This ongoing evaluation ensures continuous improvement and adaptation to evolving needs.
Flexibility and scalability
The rental model and comprehensive service offering allow for flexibility in scaling support as Massmart's needs grow or change. This ensures that the solution remains relevant and effective over time.