Why retailers choose a third-party retail technology service provider


See why retailers are choosing to outsource third-party retail technology.

Time: 2 minute read

Retail technology can present a daunting task for retail operations managers.

A retailer may have many Original Equipment Manufacturers to work with. There’s also complicated variables like multiple equipment warranties, store or facility access, sensitive information management, or coordination across regions that must be addressed.

For retail operations managers, there are three ways to manage retail technology:

  1. Work only with your various OEMs. The equipment manufacturer has the best knowledge of their own equipment. They may, however, recommend regular upgrades of perfectly operational equipment. This option often requires close management of multiple leases, service contracts, and warranties that cover all of the equipment.

  2. Hire technicians. Often a more expensive option, especially for smaller retailers, hiring full-time personnel to keep your retail technology equipment up and running is another way to go. But hiring in-house technicians to provide periodic maintenance and routine operational updates can be costly, especially if they’re expected to travel to multiple store locations.

  3. Partner with an expert retail technology service organization. A proven third-party technical service provider with a regional, national, or global presence can provide reliable technical service on multiple types of retail technology equipment to provide an integrated solution for all your stores.

What is a third-party service provider?

A third-party service provider is an independent company staffed by highly trained and versatile technicians to provide all necessary hardware maintenance and service that their client company requires. A third-party provider can customize Service Level Agreements (SLAs) to include precisely the services needed, including emergency response and troubleshooting.

Benefits of outsourcing retail technology service

  • Flexibility. A company can get – and pay – for the services needed without having to hire in-house employees. A pay-as-you-go service contract can free up cash flow while keeping overall costs lower in the long run.

  • Greater expertise. Specialized technical service providers have access to knowledge and experience from a larger talent pool of qualified candidates. Finding technicians with multiple skill sets who can work on different types of can be accomplished quicker by going third-party than hiring and training in-house staff members.

  • Better return on assets. Outsourcing technical services means a higher caliber of service that ultimately keeps your equipment working, for longer. Regular maintenance improves the equipment's function, efficiency, and life span over time. This can all equate to an increased return on your technology investment.

  • Frees up in-house staff. Store managers won’t have to worry about equipment downtime or service intervals. Instead, they can concentrate on other essential facets of store operations. Outsourcing break/fix and maintenance to a qualified service provider means getting results simply and quickly with a call, without overseeing the entire process or the personnel providing it.

Keeping retail technology operational is essential. Why not simplify the effort?

Much of today’s retail technology is mission-critical for executing and monitoring cash flow transactions, providing actionable decision-making information, managing customer and supply chain data, and much more.Innovations in retail technology is an essential investment for stores, and business managers understand that the cost of maintaining the “tools of the trade” should not exceed the value they bring. Finding the right partner can help maximize technology value and drive store efficiency and better customer experiences.

What can a third-party service provider do? Services provided can include:

  • Desktop and device lifecycle support

  • Seamless integration and downtime risk mitigation strategies

  • End-user associate training for new equipment

  • Always available help desk and troubleshooting

  • Field service break/fix and maintenance service programs

  • Custom service management programs tailored to your needs

Does outsourced retail technology service sound right for your organizations?

Learn more about the benefits of our Technology Lifecycle Services for retailers by visiting our Service Advantage  website.

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