What they needed
Starbucks EMEA is the division of the company responsible for 43 markets across Europe, the Middle East and Africa. The IT team was working with multiple suppliers, which made supplier management a significant drain on the technology team’s time. The company was taking on costs and even adding staff just to manage suppliers. Starbucks wanted to future proof service delivery with a single point of contact.
IT leaders were looking for a way to cut costs and improve the efficiency of operations by streamlining the way they work with suppliers including multi-lingual support, while offering improved capabilities to their stores and corporate offices. They wanted to reduce internal IT costs so their staff could focus on other priorities, and Starbucks wanted to move away from a traditional service desk model.
NCR VOYIX transformed a complex web of supplier systems into one simple one.
— Starbucks EMEA
What we delivered
NCR Voyix analyzed their needs and recommended our full Managed Services offering for all their stores and corporate offices. We proposed a one-stop shop for managing their supplier relations across software, hardware and services. The system would be built around digital connected services capabilities and a multi-vendor service management office staffed by NCR. NCR would be responsible for implementing, supporting, maintaining, monitoring, troubleshooting and providing real-time reporting for all technology from all service incidents on Starbucks’ behalf.
The NCR Voyix service desk team would coordinate with European licensees, keeping the European operation in sync as per the Starbucks EMEA requirements. The solution would provide a dashboard of the health across all stores as a management tool for Starbucks.
What happened next
Starbucks EMEA’s new NCR Voyix-operated service office remotely supports licensee stores, in addition to equity stores, and corporate offices. The company’s IT team now directly manages just one supplier – NCR Voyix. The project is increasing visibility to the health of its tech stack and thus increasing uptime. In fact, NCR is on the job, providing wall-to-wall support 24x7x365 mostly remotely by monitoring every device in every store NCR Voyix supports. Because of that NCR Voyix is able to spot a potential issue before Starbucks even notices an impact to commerce, freeing its partners up to focus on high-value analysis and future operations.
