RetailIT InfrastructureAsia
Retail IT Infrastructure Rollout
End-to-end IT infrastructure deployment across 100+ retail locations in China for a leading international sports brand.
Read Full Case StudyRetailManaged ServicesEurope
Global Managed IT Services
Global Brand
24/7
SLA Coverage
98%
Uptime Achieved
200+
Endpoints Managed
15%
Cost Reduction
The Challenge
A global retail brand with operations across Europe and Asia-Pacific needed a single managed services partner to handle their IT operations in the China region. The existing multi-vendor arrangement was causing inconsistent service quality, fragmented reporting, and escalating costs with no accountability for overall infrastructure health.
The client required 24/7 monitoring and support for over 200 endpoints across 30+ locations, including stores, distribution centers, and regional offices. The SLA requirements were demanding: 99.5% uptime for critical systems, 15-minute response time for P1 incidents, and monthly executive reporting on operational performance.
Our Approach
CHINTEC proposed a unified managed services model consolidating all IT operations under a single service agreement. We conducted a thorough infrastructure audit of all 200+ endpoints, documenting current configurations, identifying vulnerabilities, and establishing performance baselines for each system.
The transition was managed in three waves over 6 weeks: first wave covered critical infrastructure (servers, networking, security), second wave covered end-user devices and applications, and third wave covered specialized systems (POS, digital signage, CCTV). Each wave included a parallel-run period to ensure zero service disruption.
The Solution
We deployed our centralized monitoring platform across all 200+ endpoints, providing real-time visibility into system health, performance metrics, and security status. Automated alerting with intelligent routing ensured that incidents were immediately assigned to the appropriate support tier (L1/L2/L3) based on severity and system criticality.
A dedicated CHINTEC service manager provided the client with a single point of accountability, conducting monthly service reviews, quarterly business reviews, and proactive capacity planning sessions. Our continuous improvement program identified and implemented 40+ optimization recommendations in the first year.
Results & Impact
Within the first year, CHINTEC achieved 98% uptime across all managed endpoints β exceeding the 99.5% target for critical systems. The average incident resolution time decreased by 60% compared to the previous multi-vendor arrangement, and the client's IT team was able to redirect focus from firefighting to strategic initiatives.
The consolidated managed services model delivered a 15% reduction in total IT operations costs, while simultaneously improving service quality and visibility. The client has since extended the managed services agreement to a 3-year term and expanded scope to include their Southeast Asian operations.
βMoving from a multi-vendor mess to CHINTEC's unified managed services was transformative. One partner, one SLA, one dashboard β and better results at lower cost. It was exactly what we needed.β
β Global IT Director, Retail Brand
Technologies Used
Zabbix Monitoring
ServiceNow ITSM
Aruba Networking
VMware
Veeam Backup
Palo Alto Security
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