The ALDO Group is a Canadian retailer that owns and operates a worldwide chain of shoe and accessories stores. The company was founded by Aldo Bensadoun in Montreal, Quebec, in 1972, where its corporate headquarters remain today. It has grown to become a worldwide corporation, with nearly 3,000 stores across 100 countries, under three retail banners: ALDO, Call It Spring/Spring and GLOBO.
Stores in Canada, the U.S., the U.K., and Ireland are owned by the Group, while international stores are franchised. The company once operated the now closed or rebranded banners Little Burgundy (which it sold to Genesco), Simard & Voyer, Christian Shoes, Access, Pegabo, Transit, Stoneridge, Locale, Feetfirst and FIRST (which was the American version of Feetfirst).
Scope of Services
Aldo Group partnered with RSG to provide the following scope of services:
- Store hardware break/fix – 1,400 stores across USA, Canada, and Europe
- Helpdesk Support – same day, next day onsite service
- Support people counters, music systems and Wi-Fi networks
- Installation and renovation projects for all stores
- Service and repair for their 4,000 Apple devices
Results Delivered
- Reduced service requests by 30% YoY
- Standardized the store technology stack
- Reduced I.T. store support costs by 50%
- Globally standardized store support processes and procedures
- Implemented governance and management processes
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Background
Birks Group is a designer, manufacturer and retailer of jewellery, timepieces, silverware and gifts, with stores and manufacturing facilities located in Canada and the United States. The Group was created in November 2005 through the merger of Henry Birks and Sons Ltd. (Canada) and Mayors Jewelers Inc. (United States).
Scope of Services
Birks partnered with RSG to provide the following scope of services:
- Store technology stack break/fix support
- Service desk support – same day, next day resolution
- New store technology roll-out
- Asset Management
- Network monitoring
- RSG Retail Cloud
Results Delivered
- Standardized the store technology stack
- Reduced annual I.T. store support costs
- Standardized store support processes and procedures
- Implemented governance and management processes
- Accurate asset management and reporting
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Background
Foot Locker Retail, Inc. is an American sportswear and footwear retailer. Operating in over 28 countries, its headquarters is located in Midtown Manhattan, New York City.
Established in 1974 and founded as a separate company in 1988, Foot Locker’s roots date back to 1879, being a successor corporation to the F. W. Woolworth Company—commonly known as Woolworth’s. In fact, many of its freestanding stores were originally Kinney Shoes and Woolworth’s locations. The company operates the eponymous Foot Locker chain of athletic footwear retail outlets, along with Kids Foot Locker and Lady Foot Locker stores, plus other athletic-based divisions. These include Champs Sports, Footaction USA, House of Hoops, and Eastbay/Footlocker.com, which owns the rights to Final-Score. The company is also famous for its employees’ uniforms at its flagship Foot Locker chain, resembling those of referees.
The Challenge
Foot Locker procured thousands of new POS registers with the end goal of standardizing the store technology stack in all the stores across 28 countries. The next challenge Foot Looker faced was finding a strategic partner with the experience and capabilities to stage and deploy the new technology in all the operating countries.
The RSG Solution
RSG was selected as the preferred vendor to work with Foot Locker to roll-out this new technology. Leveraging RSG’s experience in each of the countries Foot Looker operates in significantly reduced the overall program costs.
Realized Results
Project Management
Leveraging RSG’s proven project management framework ensured the project was started and completed on schedule and within the approved budget.
Installation
Certified RSG technicians uninstalled the old equipment, packed and shipped it to an RSG depot to be destroyed. Next, RSG unpacked and installed the new technology stack, verified the installation and obtained sign-off from store staff before leaving. Each installation was completed before business hours to ensure that there was no downtime during store hours.
Equipment Staging
RSG inspected and “Retail Hardened” all of the equipment before being shipped to the stores. This task significantly reduced the amount of failed equipment both in production and during installation.
Proactive Monitoring
RSG’s Global Helpdesk assumed accountability for each of the new installations once the store was promoted into production. The Global Helpdesk leverages our management and monitoring tools to proactively monitor the entire infrastructure. The monitoring tools typically identify issues, verify the root cause of an issue, and deploy break/fix technicians when required well in advance of an outage occurring. This approach significantly reduces downtime and disruption in stores.
Asset Tagging and Management
RSG asset tagged all of the equipment once the staging process was completed Each asset tag was captured by the RSG Assess Management System (AMS). The AMS application gives RSG and Foot Looker IT staff full visibility into every asset’s movement and lifecycle.
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Background
Laura Ashley is a British textile design company now controlled by the MUI Group of Malaysia. It was founded by Bernard Ashley, an engineer, and his wife Laura Ashley in 1953 then grew over the next 20 years to become an international retail chain. Sales totalled over £276 million in 2000. Its products can be described as quintessentially English.
Scope of Services
Laura Ashley partnered with RSG to provide the following scope of services:
- Global point of sale roll-out in 14 countries (Europe, Canada and USA)
- Store hardware break/fix
- Helpdesk Support – same day, next day onsite service
- Installation and renovation projects for all stores
Results Delivered
- Standardized the store technology stack
- Reduced annual I.T. store support costs by 32%
- Standardized store support processes and procedures
- Implemented governance and management processes
- Accurate asset management and reporting
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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.
Scope of Services
Sears partnered with RSG to provide the following scope of services:
- Store Hardware Break fix – 140 corporate stores, 71 homes stores, and 900 remote catalogue stores (Over 5,000 lanes)
- Service Desk Support – same day, next day onsite service
- Support all data centers across the country with a 4 hr response time
- Installation and renovations projects for all stores
Results Delivered
- Reduced service requests by 37% YoY
- Standardized the store technology stack
- Reduced annual I.T. store support costs by 26%
- Standardized store support processes and procedures
- Implemented governance and management processes
- Accurate asset management and reporting
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Background
Walmart is an American multinational retail corporation that operates a chain of hypermarkets, discount department stores, and grocery stores from the United States, headquartered in Bentonville, Arkansas. The company was founded by Sam Walton in nearby Rogers, Arkansas in 1962 and incorporated under Delaware General Corporation Law on October 31, 1969.
It also owns and operates Sam’s Club retail warehouses. As of January 31, 2021, Walmart has 11,443 stores and clubs in 26 countries, operating under 54 different names. The company operates under the name Walmart in the United States and Canada, as Walmart de México y Centroamérica in Mexico and Central America, it is affiliated with Asda in the United Kingdom, as the Seiyu Group in Japan, and as Flipkart Wholesale in India.
Scope of Services
Walmart partnered with RSG to provide the following scope of services:
- End user staff augmentation
- Laptop and Desktop deployment
- Laptop and Desktop support services
- Warehouse infrastructure deployment services
Results Delivered
- Ability to meet increased IT support demands
- Reduced deployment timelines and quicker ROI realization
- Rapid deployment of new warehouse technology