OREANDA-NEWS. April 05, 2011. Fujitsu is offering retailers the opportunity to drive down store IT support costs by allowing users to swap faulty parts for new ones instead of relying on Fujitsu engineers to fix relatively straightforward problems.

Fujitsu estimates that most High Street retailers and supermarkets could reduce the volume of calls to their helpdesks by up to 70% by enabling their own employees to replace faulty parts, such as PIN pads, screens and keyboards.

Commenting on the launch of Store Managed Services, retail consultant Sarah Kellett, at Fujitsu UK & Ireland, said: “We’re lifting the lid on an industry-wide problem. With increasingly sophisticated technology being deployed in-store, it’s inevitable that things can sometimes go wrong. In the past, retailers have been beholden to their IT suppliers to fix every little problem on a cost-per-callout basis and it’s time we equipped our customers with the tools and training to do it themselves when appropriate.

“A lot of the simpler problems can be fixed by employees more quickly and cost-effectively than calling out a skilled engineer which incurs higher labour costs and travelling time. Spare parts stock can then be replenished during off-peak periods without incurring emergency callout costs.”

Kellett concluded: “‘Break-fix’ might not be the sexiest part of IT services provision, but neither should it be the most expensive. We’re working with our customers to reduce costs, keep more tills open and ensure customers keep buying.”