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MONTREAL -- Canadian grocer Metro, Inc. and Frisco, Texas-based Fujitsu Transaction Solutions Inc., a wholly owned subsidiary of Fujitsu, Ltd. have signed a three-year agreement for Fujitsu to provide Help Desk services for Metro's A&P Canada banner.
The companies additionally inked a one-year extension to their existing service agreement under which Fujitsu will provide maintenance for A&P Canada's in-store technology for the next three years.
"Outsourcing our help desk services will enable us to focus more of our attention on our core competency -- retailing," said Metro director of retail information systems Lyne Noel in a statement. "Fujitsu's extensive knowledge of our equipment and their high-caliber call center team will help streamline our entire IT maintenance process and reduce costs."
The company's Help Desk is a 24-hour call center service that provides retailers with professional IT assistance to resolve in-store technology issues ranging from basic troubleshooting to complex technical issues. All calls logged by the Help Desk are assigned a service level and either quickly resolved or tagged for follow-up by Fujitsu, an internal department at the retailer, or a third-party vendor. Fujitsu acts as a liaison between store management and third-party vendors on issues requiring support from the original equipment manufacturer.
The vendor has provided IT maintenance for A&P Canada for over five years.
With annual sales approaching $11 billion and over 65,000 employees, Metro operates nearly 600 food stores in Quebec and Ontario under the Metro, Metro Plus, Super C, A&P, Dominion, Loeb and Food Basics banners, as well over 250 pharmacies under the Brunet, Clini-Plus, The Pharmacy and Drug Basics names.
Fujitsu's offering includes solution software, point-of-sale store technology, U-Scan self-checkout systems, self-ordering systems and multivendor lifecycle services. Among its retail customers are HEB, Kroger, Loblaws, and Stop & Shop.