Case Study: a leading high street retailer achieves 98.5% end-user satisfaction with Kerv Managed IT Services

Leading High Street Retailer - Customer Case Study

Kerv worked with a leading high street retailer, a nationwide pet store chain with more than 150 outlets, as it expanded rapidly through organic growth and acquisitions. With no internal IT team and a poor experience with previous outsourced providers, the business needed agile managed IT services and a trusted advisor to improve support, system availability, and scalability as it planned further store openings and expansion.

Kerv assessed the existing environment, spoke with the board, store staff, and suppliers, and created a three-year IT strategy with quarterly reviews. The team implemented a proactive service desk, addressed recurring issues, and provided floor walking and training for staff, helping end user satisfaction rise from 65% to 98.5% within six months. The retailer has since trebled in size over three years and signed a five-year contract with Kerv, reflecting the strength of the partnership and the value of the service.