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Managed Services Solution Provides Relief for Retailer


A retail furniture and home appliance store was dissatisfied with their managed services provider. They submitted helpdesk tickets and wouldn't receive assistance for weeks, causing significant delays and backlogs issues for the organization. Frustrated by the lack of service and poor response, they began searching for a new managed service solution. 

New Era Technology worked with this company in the past to support Dynamics 365 and facilitate their transition to Azure. When they needed support for their immediate transactional IT needs, they reached out to collaborate again.  


Immediately after taking over as their managed service provider, we began eliminating the backlog of unresolved issues related to IT support and new store deployment. 

Our support services for their stores and corporate offices include:   

  • Monitoring online support via email ticketing system  
  • Providing near real-time monitoring and alerts  
  • Best effort monitoring for unsupported platforms  
  • Providing support for IT-related store equipment issues (e.g., wireless access points, printer toner, etc.)  

Our managed service solutions for their new store deployment include: 

  • Building machines for new locations
  • Setting up the store router and access points
  •  Creating users in the point of sale (POS) system
  • Setting up hardware, including printers and new phones
  • Creating a new store group in Outlook
  • Creating ticket numbers for new locations
Our team also partners with their internal IT team to roll out new hardware to their retail stores  and facilitate ticket fulfillment to additional third-party vendors. Our goal is to ensure all tickets are handled by each responsible party in a seamless and timely manner.   


With our new managed services solution, our client has coverage for over 400 stores nationwide, from 8:00 a.m. EST to 9:00 p.m. Hawaii-Aleutan standard time. With issues resolved quickly, the company is now equipped to open new stores quickly and easily without straining their resources. To date, we have handled almost 10,000 tickets in the last year and have partnered with Gurus-to-Go to ensure they have hands-on service no matter where their stores are located. 

70 Tickets Per Day  Average
FusionEra_Engage – Co-sourced Teams
78% Same-Day Close Rate  
1.5 Days Average to Close  

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