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Initial situation
Since 2019, IDS has supported a major international retailer specializing in pet supplies. The specific challenge of this project was the comprehensive replacement of switches and hardware in 1,700 shops across eleven countries.
This complex task required precise coordination to ensure business operations in the individual shops continued to run smoothly during the replacement process.
Our approach
Regarding project management, IDS implemented transparent and efficient processes, and our SLA guaranteed that troubleshooting would start within 15 minutes. In the event of hardware replacement, we offer 'next business day' replacement across Europe, regardless of the location of the branch.
In Germany, IDS provides an extended service window of six days a week and 13 hours a day so hardware can be replaced on-site within four hours. Our extensive hardware inventory and direct warranty processing ensure smooth operations across the customer's 1,700 stores.
Technology used
We chose high-performance Unix servers running Juniper software for centralized control and SD-WAN (software-defined wide area network). The local network infrastructure was optimized using Aruba switches and WLAN technology. These technologies ensure reliable data transmission and provide the flexibility to meet the specific requirements of each branch.
Tasks for the customer
The focus has been on switch and hardware replacement, with IDS making its expertise and resources available across Europe for rapid replacement. The process starts when the customer opens a ticket in the IDS fault tool, which IDS then begins immediate work on.
We work efficiently with the manufacturer's tools to ensure a smooth warranty process. This clear process enables us to respond quickly to any issues and continually optimize the customer's network infrastructure.