Building & Home Improvement · Client Case Study
A loan stock model that keeps 228 Italtile stores trading.
Founded in 1969, Italtile Limited is a leading manufacturer, franchisor and retailer of tiles, bathroom ware and home-finishing products, trading as CTM, Italtile and Top T across 228 stores in South Africa and the rest of Africa.
SERVICES USED
Field support
Warehousing & logistics
Setup & staging
Preventative maintenance
Asset management
South Africa & rest of Africa
Building & home improvement · 228 stores
Background
Italtile’s high-visibility stores carry ceramic and porcelain tiles, sanitaryware, bathroom furniture, taps and fittings, flooring, lighting and home-finishing tools, supported by an integrated import supply chain including International Tap Distributors and Cedar Point Trading. As the group expanded, its IT infrastructure grew more complex and timely on-site support became critical to minimise downtime.
The Vexall offering
Vexall began with mobile support and expanded to all hardware stock: PCs, laptops, printers and screens, plus routers, switches, access points and LTE devices. All of it is managed under a loan stock model, allowing Vexall to swap out and repair hardware so stores maintain uptime and continue trading without disruption. Services span project management, warehousing and logistics, setup and staging, field support, preventative maintenance, repairs, decommissioning and asset management.
The outcome
2 078 calls closed at a 97% SLA and 4.8 customer satisfaction, with support that anticipates future requirements rather than only meeting current needs.
“The reliability of their service and the peace of mind it brings have been invaluable. Their dedication not only supports our current needs but also anticipates future requirements, keeping us ahead in a competitive market.”
Ruan Scholtz, IT Manager, Italtile Group
2 078
Calls closed
97%
SLA achieved
4.8 / 5
Customer satisfaction
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