Case Study: a major U.S. retail corporation upgrades 4,600+ stores' call management systems with GDH

American Multinational Retail Corporation upgrades call management across 4,600 stores with GDH

The American Multinational Retail Corporation faced the complex challenge of upgrading the Interactive Voice Response and Communications Manager Express software across over 4,600 retail and pharmacy stores within a strict six-month timeframe. The project required developing new technical specifications and performing all implementations at night to avoid any disruption to store operations. To meet this challenge, their technology solution integrator partnered with vendor GDH and its Professional Services team.

GDH implemented a tailored Project Services team model, deploying 26 specialized Network Engineers, Administrators, and Project Managers. This team created configurations, deployed new software, and performed quality assurance testing. Operating in shifts for 24/7 coverage, GDH provided both the technical expertise and physical infrastructure under a manageable flat-rate billing model. The result was the successful upgrade of the call manager system for all stores, achieved with remarkable efficiency and a customer-centric approach that included night-time implementation to prevent disruptions.