Customer Background
A famous Chinese medicine retailer with 60 stores in Hong Kong & Macau.
Client Sector
Chinese Medicine Stores
Service
Outsourcing IT hardware repair and maintenance
Location
Hong Kong & Macau
The Challenge: Lack of IT hardware support during non-office hours
The client has only 4 in-house IT staff members to support 60 Chinese medicine stores. The IT staff work only in office hours and lack expertise in IT hardware, thus making it difficult for them to fix POS and hardware problems, on time, in non-office hours. The client is looking for IT hardware support & maintenance services on Saturdays, Sundays & Public Holidays.
The Solution: Provision of a POS helpdesk and onsite maintenance
Million Tech provided a POS remote helpdesk and onsite hardware support, up to 7x13x4 (Mon-Sun, 0900-2200, with 4 hours response time). Services included hardware swapping and repair services where necessary. IT installation and maintenance for new shops was also included.
The Benefits: Outsourcing IT servicing reduces downtime
Million Tech’s services not only reduce downtime of POS, especially during non-office hours, but also reduce the expense created by employing additional in-house IT staff to handle onsite calls. The client could store spare hardware and reduce downtime.