Case study · Retail
Stable and secure IT for the Deichmann store network
How we ensured round-the-clock support and customer data protection. Retail has one unwritten rule: if the checkouts are down, nothing gets sold. And for an international footwear chain with dozens of stores and a busy e-commerce site, a single hour of downtime can mean lost revenue, frustrated customers, and, in the worst case, a breach of payment data. Those were exactly the risks Deichmann faced when it came to us.
24/7
helpdesk for headquarters and stores
1
supplier and one point of contact
4
critical processes with dedicated SLAs
3
phases from stabilization to optimization
About the client
A client with no room for error
Deichmann is one of the largest footwear retailers in Europe. In the Czech Republic, it operates dozens of brick-and-mortar stores and an e-commerce site that serves hundreds of thousands of customers every year.
Running a network like this places specific demands on IT. The point-of-sale systems, payment gateway, e-commerce site, and back office must all run reliably, virtually around the clock, because every store is also a place where revenue is made or lost in real time.
Client profile
Industry
Retail, footwear
Presence
International chain, dozens of stores in the Czech Republic
What it does
Brick-and-mortar stores and an e-commerce site serving hundreds of thousands of customers a year
Partnership with XEVOS
24/7 helpdesk, IT management, and cybersecurity
Challenge
One supplier, zero tolerance for downtime
When Deichmann approached XEVOS, it was dealing with several interconnected needs at once:
One point of contact
It needed to bring IT support for headquarters and all stores under one supplier with a single point of contact. Instead of fragmented support from several suppliers, it wanted clear accountability and fast communication.
Helpdesk 7 days a week
Equally important was continuous helpdesk availability throughout store hours and for the e-commerce site, which in practice means seven days a week.
Minutes at the checkout
Response times for checkout incidents also had to be cut significantly, because every minute there can mean thousands in lost sales.
Cybersecurity
And finally, as a retailer handling payment and customer data, Deichmann needed to strengthen its cybersecurity at a time when attackers are increasingly targeting the retail sector.
Solution
How we did it: three phases of partnership
01
Stabilization
We kicked off the partnership with a thorough inventory of the IT environment—at headquarters and in the stores. We mapped the critical business processes, especially the point-of-sale systems, payment gateway, e-commerce site, and back office, and set a specific SLA for each of them. This step was crucial. Without clearly defined priorities and response times, there would have been no way to build reliable support.
02
Rolling out IT management and the helpdesk
Next, we launched a round-the-clock hotline available both to end users at headquarters and to staff in the stores. Every ticket is automatically prioritized according to its impact on the business. Critical incidents, typically a checkout or payment gateway outage, are escalated to the L2/L3 team in real time to minimize the impact on revenue.
03
Long-term optimization
We regularly audit the infrastructure and propose hardware upgrades in the stores and in the back office. Our work also includes protection against phishing and endpoint attacks.
What does one hour
without working checkouts cost you?
Deichmann today
Results of the partnership
Thanks to clear SLAs and round-the-clock support, Deichmann in the Czech Republic now runs on IT that is tailored to the reality of retail—an operation that never stops and where every minute of downtime comes at a cost.
What the partnership delivered
Significantly fewer critical incidents
Faster average response to checkout incidents
The technologies behind the partnership
The solution is built on a combination of proven platforms: Microsoft 365 (email, Teams, and OneDrive), ESET endpoint protection, Cisco Meraki network infrastructure, and Veeam backup. These are complemented by operations monitoring and HP and Lenovo hardware.
Deichmann
Headquarters and store IT under unified management
Cloud and identity
Microsoft 365: email, Teams, and OneDrive
Protection and data
Endpoint protection and backup
Network
Network infrastructure for headquarters and stores
Devices and monitoring
Hardware and operations monitoring
XEVOS is a certified partner of the vendors listed.
We carefully schedule patches and point-of-sale system updates around store hours so that they never disrupt operations while customers are being served.
Contact
Do you run a network of stores or branches?
XEVOS Solutions s.r.o.
Get in touch, and we’ll show you how to keep your IT running seven days a week. Based in Ostrava, serving clients across the Czech Republic.
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