Arnet Technologies

BACKGROUND

Introduce your business and what you do there.

I’m the director of stores at a retailer in the apparel industry. Our product lines are t-shirts, hoodies, crew necks, and sports and pop-culture licenses.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Arnet Technologies?

We hired them to take care of IT related issues: wiring, hardware, internet, etc.

SOLUTION

What was the scope of their involvement?

They do ticketing for us, troubleshooting any problems that come up. A lot of it is errors, but we also seek their guidance on various technology purchases. We’re trying to lean into their expertise when it’s most pertinent.

They work on-site in our retail stores and our home office, and/or they work remotely.

What is the team composition?

We have one main account resource or project manager that we work with, but we’re also able to tap into their full support team when needs arise. We also work up the chain with the owner depending on the scope of the information we need.

How did you come to work with Arnet Technologies?

I cannot speak to this, as I was not part of the decision-making process.

What is the status of this engagement?

We’ve been working together since January 2014.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

They’ve been instrumental in point of sale (POS) operations, connectivity and network issues, and any sort of troubleshooting. We’ve opened stores and they’ve come in and orchestrated our POS connectivity. The ease of that has improved over time — it was a huge headache a few years ago.

How did Arnet Technologies perform from a project management standpoint?

I have a dedicated PM that I can text and call, as well as an after-hours support line. Arnet Technologies is responsive, accessible, and available to fill urgent needs.

They go on-site if needed — they’re good at scheduling that out and getting those projects taken care of to 100% satisfaction.

What did you find most impressive about them?

We’ve been working with them since 2014, and I just came on board, but I will say that having a dedicated representative that will answer us at any time is very valuable for a retail business that operates beyond traditional business hours.

Are there any areas they could improve?

They seem to be a good partner in the IT space, and we haven’t had any significant hiccups.

Do you have any advice for potential customers?

Make sure you’re aligned on the needs that Arnet can support. I don’t have any insight into this, but I imagine there might be some technical issues that could be over their head. We haven’t come across any yet, however.