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"Somerfield chose Datatrade to manage its Distribution Centre printer fleet because of the passion it displayed towards providing an excellent service; they are consistently exceeding our expectations." Mike Clark

The Client

As the biggest neighbourhood supermarket group, Somerfield positions itself as the easy alternative to large out-of-town supermarkets. With over 1300 stores nationwide, 63,000 staff, a 4.6 billion turnover and 11 million customer visits per week, it is easy to see why Somerfield has gone from strength to strength.

The Business Challenge

Somerfield was experiencing problems with the effectiveness of its supply chain printers due to poor printer fleet management and services. It recognised that whilst other mission critical areas of its business were being addressed this was one area that required additional enhancement. Feedback from the incumbent service provider was poor and it was felt that very little effort was being made to help Somerfield address the issues with regards to the lack of reliable asset register and a reliable assessment of the state of the printer fleet. Somerfield also felt that as an innovative and forward thinking organisation, it wished to actively look for innovation and fresh ideas in this area.

The Business Solution

Datatrade provided a dedicated account manager to pro-actively work with Somerfield to understand the ’needs’ of the business. To do this Datatrade had to first gauge the size of the problem. Using its Printer Asset Management tools Datatrade conducted a full audit of all Somerfield Distribution Centres building a complete asset register of the mission critical printer fleet. In conjunction with this, strong communications were built between the Somerfield help desk and the Datatrade service team. Using this information Datatrade managed the complete rationalisation of printers throughout the Distribution Centres, addressing critical areas by priority and resolving business ’emergencies’ first, then addressing the commercial issues second. This project and its ongoing service provision is backed up by clear and concise management reporting and SLA monitoring, via the use of reliable Key Performance Indicators. This allows Datatrade to provide accurate expenditure reports.

The Business Benefits

By forming a strong relationship, and investing in an understanding of Somerfield’s IT architecture with regards to printing, we have been able to meet and exceed SLA’s without exception. By providing concise and regular information, Somerfield has been able to demonstrate considerable cost savings, allowing investment in other areas as required. On-site training and familiarisation have helped the Somerfield help desk manage calls and provide more accurate information allowing us to ensure the right spares are with the right engineer at the right time for the right fault.

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