Case Study: Clarks achieves seamless retail IT support with Getronics

Clarks - Customer Case Study

Clarks, the British footwear manufacturer and retailer, needed an IT partner in 1994 to provide a seamless service desk and break-fix support for point-of-sale terminals across its UK retail branches. The company wanted a vendor that understood the pressures of store operations and could act as an extension of its internal retail IT team; Getronics was selected for this role.

Getronics implemented a dedicated Clarks Response Centre (CRC) to deliver 1st, 2nd and 3rd line support for 633 stores across the UK and Ireland, with flexible capacity for seasonal peaks. Getronics also handled POS hardware break-fix, repairs for Clarks’ 3D Foot Gauge, and project services including an EPOS rollout. The partnership improved service continuity and supported Clarks’ growth, leading to a five-year contract renewal and expansion of support into Germany, with further European countries to follow.

Clarks

Alistair Smith

Store Systems Manager