A visit to one of Albert Heijn’s supermarkets has become a routine for many. Customers navigate the walkways with a self-scanner and employees work with sophisticated hand-held terminals. Fondo, now PQR, is responsible for managing a significant number of these devices.
In total, these are more than 24,000 devices spread across more than 2,000 different locations, of which more than 21,000 are specifically assigned to Albert Heijn stores, the drugstore chain Etos and liquor chain Gall & Gall. In recent years, Ahold Delhaize has requested that we expand our services, led by the emergence of Home Shopping Centers. These Centers are responsible for delivering groceries directly to homes. Employees in these Centers and drivers work daily with advanced ruggedized devices, which are now also managed by PQR’s professionals.
Rugged devices
PQR | Fondo has supported Ahold Delhaize since 2015 as a managed services partner, including management and support around VMware Workspace ONE. Herein, we monitor the quality and stability of applications and ruggedized devices in particular. These devices include the hand terminals that AH employees use for tasks such as scanning incoming goods or checking at self-service and iPads that employees use to support the bread department, among others. The employee personally identifies himself or herself on the relevant device and therefore has access only to the applications he or she needs. Albert Heijn can manage all applications centrally and remotely, right down to the latest offers.
Skilled Support and advice
PQR | Fondo has also been tasked with providing second and third line support. The primary service desk processes initial calls from the stores and centers, and PQR | Fondo assists in following up on more complex issues.
Meanwhile, Ahold Delhaize has its own PQR Customer Success Manager who maintains direction and monitors the quality of services delivered. This person provides the reports, initiates improvements and informs about the latest IT developments in the industry.
24/7
The responsiveness and availability of PQR’s employees has been praised by Ahold. What stands out to them is the clear communication about the feasibility of the services. A renewed service agreement between Ahold and PQR was recently established. This sets clear expectations, particularly 24/7 availability. A number of AH branches are open during the night hours and this round-the-clock support offers peace of mind for any problems.