CNA taps into Getronics support network in multimillion rand contract

Managed services specialist Getronics is conducting hardware maintenance in 330 CNA stores, as well as managing the group`s NT operating system, in a multimillion rand support agreement with Affinity Logic, the IT joint venture between Wooltru and Datatec.

Getronics will also assist point-of-sale software supplier Australis in resolving application problems where there are no reliable data lines to stores, reloading the software suite if necessary.

All stores are equipped with electronic point-of-sale, with on average two to three client points of service in each store. Larger stores are equipped with up to 14 lanes.

"The primary reason for the decision to outsource hardware and NT maintenance to Getronics is that the organisation has the requisite skills to assist in all the CNA stores nationally," says Affinity Logic process manager Ian McAlpine.

"Affinity Logic evaluated a range of vendors at the start of the project, but Getronics was awarded the contract on the strength of the company`s exposure and experience. Getronics - then Wang - was also responsible at the time for maintaining in-store PCs. for CNA."

According to Getronics account manager Don Campbell, the agreement covers nearly 25 000 devices and includes CNA head and regional offices and warehouses, as well as electronic point-of-sale (EPOS) systems in-store. Devices supported include PCs, printers, scanners, cash drawers, hand-held scanning devices, modems and routers. Turnaround time for problem resolution ranges from four to eight hours.

Getronics has played a role in CNA`s EPOS initiative since the outset, participating in the tender process as well as rollout and participating in signing off as systems went live.

A key benefit for Affinity Logic of outsourcing hardware maintenance, according to Campbell, is that Getronics serves as a one-stop support shop - providing a single point of contact for problem reporting through to resolution.

"We also provide `feet on the ground` for Australis," says Campbell. "Getronics has a support network across the country, positioning us to deal with any problems in-store. Because we work with Australis, Getronics technicians are also equipped to deal with application issues."

Getronics also has a track record of providing consistently high service levels across the country, and has provided hardware support for Dions - also a Wooltru company - for about eight years.

"Getronics is prepared to mould its support offerings to meet its retail clients` business needs and budget constraints. We have the capacity to offer round-the-clock support if required," concludes Campbell.

Other clients supported by Getronics include Edgars, the JD Group, Fashion Africa, SA Postal Services, Correctional Services, Saambou, Multichoice and SA Breweries, via IBM.