The Challenge
ALDI’s store and distribution network is critical in ensuring that each store across Australia has the right stock levels every day to serve the needs of the local community and that managers can access and make changes to staff management and payroll systems.
Interactive was selected, providing ALDI with a single hardware maintenance contract and 24×7 Australian-based service desk covering approximately 1200 Cisco, IBM and Dell devices at more than 550 stores and distribution centres around Australia
That agreement outlines the service with a tailored set of services level agreements (SLAs) from standard 4-hour on-site response to high availability, 2-hour on-site service at more business-critical times of the day and week at Aldi’s different stores and distribution centres. Interactive invests millions of dollars in spare parts and replacement units in warehouses nationally which ensures ALDI’s network services can be quickly restored in cases of a hardware outage.
ALDI’s vision is to enable Australian shoppers to live richer lives for less. All people, wherever they live should have the opportunity to buy everyday groceries of the highest quality at the lowest possible price. Cost-effective and optimal hardware maintenance assists ALDI to achieve its overall goal to keep grocery prices low.
One of the biggest benefits for ALDI has been from Interactive’s support of existing end-of-life (EOL) and end-of-service-life (EOSL) infrastructure, as well as in-warranty and other devices in operation. This level of service has enabled ALDI to realise additional value and ‘sweat its assets’ by extending the life of older equipment still performing effectively. The agreement also has the flexibility for devices to be added or removed from the contract, which is ideal for the dynamic and competitive nature of the retail industry.
"Interactive went above and beyond because they really understood how critical it was for us to open our new Torrington store on time."
The Solution
In January 2020, ALDI opened a new store in Torrington, QLD, on a peak trading Wednesday attended by local news outlets and special guests. The official launch and day’s trading took place without a hitch, despite instances of IT failures in the week leading up to the opening.
Interactive responded quickly to replace faulty equipment and restore normal IT operations, and the big day was able to go ahead as planned.
The key reasons ALDI chose Interactive included: cultural alignment; Interactive’s flexible monthly cost and pricing model; support for multiple vendors; and concurrent contract arrangements for all devices added over time. Ultimately, it was a tour of Interactive’s St Leonards operations that solidified the decision. ALDI’s executive team were impressed with the attention to detail and design of Interactive’s storage facilities and data centre, and customer engagement at all levels of the organisation.
