In this case study we investigate an outsourced TUPE agreement of Field Engineers from a client to Smart CT.
Smart CT, a leading provider of engineering and maintenance services for IT infrastructure, secured a major contract to deploy and maintain thousands of devices throughout a UK retail environment.
To date, over 50,000 site visits have taken place for audit, survey, staging, install, pre-planned maintenance and break-fix maintenance.
The client was finding it challenging to balance priorities and ultimately found managing in-house engineering services a distraction. At the same time the client’s business model was changing, moving away from a perpetual software license and hardware sale to a recurring software- and subscription-based commercial and service model. As demand for SLA adherence grew, the need to offer a robust and scalable engineering solution became more important. It became apparent that they needed an expert partner to support its business as it looked to scale and change.
In conjunction with Smart CT, our partner proposed a comprehensive solution that focused on upgrading the retail intelligence hardware, accompanied by new software to provide enhanced insights into consumer behaviour. Given Smart CT’s strong track record and highly regarded reputation, a fully managed deployment service was introduced.
The contractual structure was designed to be scalable, with terms supporting both expansion and contraction, and quarterly service reviews to streamline administrative processes. Services delivered included surveys, installations, as well as both proactive and break-fix maintenance, with next-business-day SLAs, extending across the UK and into key European regions.
The implementation began with a proof of concept and a detailed project plan, prioritising deployment based on key sites identified by the client. A dedicated Smart CT project manager was appointed to oversee the programme, ensuring all logistical and technical aspects were considered ahead of schedule to enable a seamless transition into live service.
As new technology was rolled out, engineers ensured that all retail intelligence equipment, such as cameras and sensors, was properly activated and integrated into the client’s central analytics platform, ensuring real-time insight delivery from the outset.
The project delivered a successful deployment across all targeted retail sites in the UK and select European countries, with every milestone met on schedule. This was achieved while maintaining tight control over costs, all without compromising on service quality. The flexible service model proved particularly valuable, allowing the client to adapt site priorities mid-project without disruption. Most importantly, a large-scale deployment was executed efficiently with a single, trusted partner managing all service delivery aspects.
Our strategic approach, flexibility, and commitment to addressing the client’s evolving needs resulted in the seamless delivery of essential technologies and field services at scale. Smart CT played a pivotal role in supporting the client’s transition to a modern, service-led business model, delivering measurable value across regions.
This case study highlights the impact of partnering with a single service provider to ensure consistency, efficiency, and innovation across a distributed retail network in today’s fast-moving technology environment.
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