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Overseeing the Operations Control Center of a Regional Chain of Convenience Stores

Retail | Support Services

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The client, a chain of over 570 convenience stores with 16,000 employees, outsources support of its Operations Control Center (OCC) to TEKsystems.

A long-standing TEKsystems partner, the client is a chain of over 570 convenience stores, located in Pennsylvania, New Jersey, Delaware, Maryland and Virginia. The company employs 16,000 associates and to date has served more than 400 million customers.

Intel, VMs and AS/400 Server Systems; Frame Relay; MPLS; POS equipment

Increasing workload and a growing business made it difficult for the client to manage its bustling Operations Control Center (OCC). A non-successful relationship with a third party hired to manage the OCC forced the company’s management to assign additional tasks to its internal employees and pull resources from different areas of the business to compensate for this vendor’s lack of expertise. Aware that this could only serve as an interim fix, the client decided to seek a partnership elsewhere.

Due to the size and complexity of this project, the company issued a formal RFP, where TEKsystems was selected from three finalists. A long-time staffing partner, this would be our first Global Services engagement with the client. We won this business based on our industry expertise, our ability to present a complete vision for the solution and offer a dedicated delivery manager, as well as our ability to meet future needs.

TEKsystems’ team assumed responsibility for the OCC operations and the existing team of 11 technicians and the OCC manager. We began overseeing operations, ensuring network connectivity and supporting applications and server maintenance. The team provided consistent, ongoing daily monitoring of the client’s 570+ stores, to include ensuring connectivity with corporate servers, data management, batch processing to the data center and nightly backup routines. To ensure that we were managing the operations as needed, a TEKsystems’ delivery engagement manager conducted monthly audits to track performance, ensured that we were hitting targeted SLAs and deliverables, provided resource management support to the OCC team and worked with the client on project status and next steps.

To date the project has been running smoothly and is operating on time and within budget. The client reports that in addition to the time and cost savings, the engagement with TEKsystems has allowed its internal staff to refocus on more strategic initiatives such as redesigning the data center, process re-engineering, implementing a new HVAC system and targeting other environmental savings. The reallocation of these resources has resulted in better utilization of internal skill sets and a greater return on other investments.

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