- Website
- https://www.sears.com/
- Vertical
- Department Store
- Countries
- USA
Background
Sears, Roebuck and Co. colloquially known as Sears, is an American chain of department stores founded by Richard Warren Sears and Alvah Curtis Roebuck in 1893, and was reincorporated by Richard Sears and Julius Rosenwald in 1906. Formerly based at the Sears Tower in Chicago and currently headquartered in Hoffman Estates, Illinois, the operation began as a mail ordering catalog company and began opening retail locations in 1925.
The first location was in Chicago, Illinois. In 2005, the company was bought by the management of the American big box chain Kmart, which formed Sears Holdings upon completion of the merger.
The Challenge
As a prominent department retailer with stores across North America, Sears faced escalating operational costs, hindering its ability to invest in strategic initiatives such as supply chain optimization and managing complex multichannel shopping experiences. They required a partner that could reduce expenses and streamline IT management to free up resources for critical projects and enhance overall operational efficiency.
The RSG Solution
RSG delivered comprehensive services spanning:
- Hardware repair and maintenance for 140 corporate locations, 71 home stores, and 900 remote catalog stores (exceeding 5,000 lanes)
- Service desk support with same-day and next-day on-site response capabilities
- Data center support nationwide with 4-hour response targets
- Installation and renovation services across all store locations
The Results
- Reduced annual service requests by 37% year-over-year
- Standardized technology infrastructure across locations
- Lowered annual IT store support expenditures by 26%
- Established uniform support processes and governance frameworks
- Enhanced asset management and reporting accuracy