Client Story · Managed IT & Support

From 6-hour average resolution times to 42 minutes across 8 retail locations.

Black Volt IT replaced a break-fix model with proactive managed services — cutting average ticket resolution from 6 hours to 42 minutes.

Organization
Winn-Dixie
Industry
Retail
Scope
8 retail locations
Service
Managed IT & Support
42 min
Average ticket resolution, down from 6 hours
88%
Reduction in resolution time
0
Unplanned outages in 12 months
The Challenge

Downtime at the point of sale.

Winn-Dixie was losing thousands of dollars per hour every time a POS system went down, and a break-fix support model meant problems were only fixed after they disrupted the business.

The Solution

Proactive managed services.

Black Volt IT replaced the break-fix model with proactive managed services across eight retail locations, cutting resolution times by 88% and eliminating unplanned downtime.

  • Transition from break-fix to proactive managed services
  • Support across 8 retail locations
  • Faster incident resolution and fewer outages
Related Expertise
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