In a context of rapid growth, a leading Canadian retailer needed to ensure consistent IT support across its store network while freeing internal teams to focus on strategic initiatives. COFOMO took full responsibility for contact centre operations and Tier 1 support, delivering a bilingual, structured, and secure service aligned with the organization’s operational needs.
Establishing a contact centre to drive operational performance.
Case study
2026.01.19
Retail
A major Quebec-based retailer operating more than 350 stores across 19 countries.
Industry
Retail
Company size
4000+
Localisation
Global
Expertises
- Operational support
- Managed services
Technologies
- ServiceNow ITSM
Key facts
- Over 1,000 calls handled per month
- 18-hour coverage, 7 days a week
- Support delivered across three time zones
Context & challenges
Supporting growth while ensuring IT operational continuity.
The rapid expansion of the store network led to a significant increase in IT support requests. The organization needed to maintain a seamless employee experience nationwide while allowing internal IT teams to focus on high-value business initiatives. Service continuity, extended coverage, and consistent support quality were critical success factors.
By structuring a contact centre aligned with the client’s reality, COFOMO delivered reliable IT support while improving operational efficiency at a national scale.
Solution
A managed and structured contact centre to support operational performance.
COFOMO designed and operated a custom contact centre, acting as an extension of the client’s internal teams.
Approach:
- Full ownership of Level 1 IT support
- Certified, bilingual technical team
- Structured processes with full traceability through ServiceNow
- Secure environments aligned with ITSM best practices
This approach ensured reliable, consistent, and scalable support tailored to the client’s operational reality.
Results
Stronger IT operations aligned with business priorities.
- Nationwide operational continuity ensured
- Improved tracking and management of IT requests
- Reduced pressure on internal IT teams
- Resources refocused on strategic, growth-driven initiatives
A concrete lever to support growth and operations.
By entrusting its contact centre operations to COFOMO, the organization strengthened IT operational performance while gaining agility. A long-term partnership that supports both growth and transformation.
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FAQ
Why did the organization choose to outsource its IT contact centre?
To ensure consistent support across all stores while allowing internal IT teams to focus on higher-value business initiatives.
How did COFOMO ensure service quality and continuity?
Through a certified bilingual team, structured processes, and ServiceNow for request management and tracking.
What operational benefits did the client achieve?
Improved service continuity, more efficient IT request management, and stronger overall operational performance.
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