How a National Retailer Reduced IT Downtime with Managed Service Desk

Looking for managed IT support that reduces downtime, strengthens security, and keeps up as your business grows? So was this national home furnishings retailer.

Their internal IT team was stretched thin, support was slow, and infrastructure issues were starting to reach their customers. They turned to Compugen to steady day-to-day operations, improve service, and put IT support in place that could grow with them.

The retailer's internal service desk was struggling to keep up. Tickets piled up, resolution times stretched out, and store staff were left waiting, often at the busiest moments.

Point-of-sale issues and device downtime were making everyday operations unpredictable. At the same time, growing cybersecurity concerns made it clear that quick fixes wouldn't hold for long. They needed support they could count on every day.

Leadership saw a chance to redesign how IT served the business instead of patching problems one at a time. Better support and stronger security meant less friction, faster service, and more room to focus on growth.

1. A Fully Managed Service Desk
Compugen introduced a fully managed service desk to give the business a reliable backbone for daily support. It covered everything from device provisioning to incident resolution, and it was built to reduce downtime, resolve issues quickly, and make support smoother for every department.

2. Around-the-Clock Threat Detection
To strengthen security, we implemented Arctic Wolf's 24/7 managed detection and response. It gave the team real-time visibility and clear, actionable insights, adding a strong layer of protection without extra noise or complexity.

3. An In-Store Technology Refresh
We refreshed store technology with HP desktops, laptops, and printers, plus Apple iPads with integrated stands and digital screens. Each was chosen for durability, performance, and ease of use, creating a more connected experience from the back office to the showroom floor.

With these changes in place, the business found its footing.

• Faster support: The managed service desk improved response times and reduced IT-related disruptions, so staff could stay focused on customers.
• Peace of mind: The security platform gave leaders confidence and lowered the risk of business-critical downtime.
• A better store experience: Upgraded technology made customer interactions smoother and the shopping experience more modern, better matching the brand's promise.
• Room to adapt: The business gained a stronger foundation and more flexibility as its needs change.

With a solid base in place, the focus now is optimization. Compugen is supporting a move to managed print services to reduce waste and keep workflows consistent across every store. As the partnership grows, we'll keep offering guidance tailored to how this business works.