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SoftwareOne case study
Globus secures its business operations with SoftwareOne Multivendor Premium Support
The family-owned company Globus from St. Wendel in Saarland is one of the leading retail companies in Germany, operating 65 market halls and 88 DIY stores. A modern and robust IT infrastructure forms its backbone for efficient logistics, a smooth customer experience, and innovative business practices. This foundation enables the company to succeed in a dynamic market environment. Continuous investment in technology and digital solutions enables Globus to remain at the forefront of retail and meet the ever-increasing demands of its customers.
High-level Services
Equivalent to a direct contract
Direct Dialogue
Manufacturer supported escalations
- Client
- Globus Markthallen Holding GmbH & Co. KG
- Industry
- Retail
- Services
- MultiVendor Premium Support
- Country
- Germany
Complex IT landscapes increase support difficulties
The backbone of a successful company is a modern and efficient IT environment that keeps the business running and ensures that all systems are always available. However, an IT infrastructure can become increasingly complex over time, making it more difficult for the internal IT department to manage all problems independently. At the same time, utilizing support services from multiple providers frequently leads to confusion when IT problems arise. Coordinating different support contracts and dealing with different contact persons is time-consuming and can lead to significant productivity losses. In addition, support contracts with manufacturers can often be expensive, inflexible, and "bloated.”
Through integrating cloud computing and digital communication solutions, our IT environment has become an indispensable tool for day-to-day business and an important driver of innovation and growth for the entire company. In case of a failure, e.g., in email communication, a remedy must be found quickly. We can't afford a lengthy troubleshooting process.
Head of IT at Globus Markthallen Holding GmbH & Co. KG
It was important for Globus to find an efficient solution to its support challenges that would ensure smooth and efficient business operations. For this reason, the retailer decided to engage the experts at SoftwareOne to provide a comprehensive MultiVendor Premium Support service.
Comprehensive service for several software manufacturers
Through its partnership with SoftwareOne, Globus has access to a wide range of support services. These include cost-effective 2nd and 3rd-level support for numerous software manufacturers bundled a single contract.
Globus also has access to various service contingents such as IT training, customized consulting, and support services, which can be called up flexibly as required. A central contact person, the Service Success Manager, coordinates standardized service agreements that guarantee short response times at consistently high service levels.
SoftwareOne provides Globus with high-quality support that is comparable to direct manufacturer contracts. The MultiVendor agreement ensures that the Globus IT infrastructure always functions optimally and meets business requirements. It enables efficient logistics and a smooth customer experience while promoting innovative business practices crucial for success in a dynamic market environment.
SoftwareOne's IT support is a great asset for our company. The fast help and professional support based on MultiVendor Premium Support greatly help us. Many thanks for the excellent work!
Head of IT at Globus Markthallen Holding GmbH & Co. KG
Advantages of MultiVendor Premium Support
- 24/7 availability: by phone, email or the self-service portal
- Bilingual support: in German and English
- Comprehensive coverage: for on-premises systems, hybrid or cloud
- Service Success Manager: a central point of contact and direct contact with the system engineers
- Increased transparency: thanks to ITIL-compliant and audit-proof ticket handling and service processes
- High consistency: thanks to standardized service level agreements
- Service quotas: can be used flexibly and as required
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