Looking for managed IT support that actually reduces downtime, improves security, and supports business growth? This Canadian home furnishing retailer was, too. Their internal IT systems were stretched thin, support was slow, and infrastructure issues were beginning to affect the customer experience and create friction across the business. That’s when they turned to Compugen — a trusted technology ally and managed IT provider — to stabilize operations, improve service delivery, and implement scalable IT management services designed for the long haul.
The Challenge
The retailer’s internal IT service desk was sagging under pressure. Support tickets piled up, resolution times stretched out, and staff across stores were left waiting — often at the worst times. From point-of-sale issues to device downtime, everyday operations were becoming wobbly. At the same time, growing concerns around cybersecurity made it clear that patchwork solutions wouldn’t hold for long. They needed a more stable approach — something built to last, not just get by.
The Opportunity
This was a chance to stop propping things up and start redesigning how IT supported the business. Leadership recognized that better support and stronger security could deliver real business value: reduced friction, faster service, and more room for strategic growth. The goal wasn’t just to tighten a few screws — it was to rethink the entire frame.
The Solution
1. Managed Service Desk
Compugen introduced a fully managed service desk, giving the business a sturdier backbone for day-to-day support. From device provisioning to incident resolution, the service was designed to reduce downtime, quickly resolve issues, and create a smoother experience across all departments.
2. Real-time Threat Detection
To strengthen security, Compugen implemented Arctic Wolf’s 24/7 threat detection and response — providing real-time visibility and actionable insights. This added a new layer of protection, without the noise or complexity.
3. In-store Technology Refresh
The collaboration also included an in-store technology refresh — HP desktops and laptops, printers, and Apple iPads with integrated stands and digital screens — each chosen for durability, performance, and ease of use. The result was a more cohesive environment from back office to showroom floor.
The Outcome
With these changes in place, the business found its footing. The managed service desk improved response times and reduced IT-related disruptions, allowing staff to stay focused on customers — not troubleshooting. The cybersecurity platform gave leaders peace of mind and reduced the risk of business-critical downtime.
Upgraded store technology led to smoother interactions and a more modern shopping experience. Every touchpoint felt more polished — better aligned with the brand promise and customer expectations. Internally, the business gained a stronger foundation and more flexibility to adapt as needs changed.
The Future
With the base now solid, the next step is optimization. Compugen is currently supporting a move toward managed print services, helping reduce waste and improve workflow consistency across all store locations. And because the relationship is built on shared outcomes, Compugen continues to offer guidance that fits — no one-size-fits-all recommendations, just thoughtful, tailored solutions that fit the business like a custom piece.
The Relationship
This partnership is what happens when IT and business are aligned — and when your Technology Ally doesn’t just assemble a solution, but helps you design it for how you work. What started as a fix has evolved into something more: a relationship built on trust, follow-through, and the kind of support you don’t have to second-guess. With Compugen in the corner, the business isn’t just keeping up — it’s ready for whatever’s next.
Still holding your business together with workarounds? Let’s talk. From managed services to secure infrastructure and modern store solutions, we help retailers create IT environments that are structured for performance and designed for the long haul.
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