One of Mexico's leading family-restaurant chains keeps 5,500+ IT devices running across 266 restaurants

With hundreds of restaurants spread across the country, IT support stops being a technical question and becomes a logistics and operational-discipline problem. An operation this size requires:

• One accountable partner: a provider that covers all of the restaurant's IT hardware, not just one device type, so no one has to coordinate multiple technicians for every incident.
• Committed response times: measurable on-site service, designed so that no restaurant goes through an entire meal period unable to take payments.
• Nationwide coverage: the same service quality in major metros and mid-sized cities alike.
• Prevention, not just reaction: heading off failures in equipment that runs long shifts in hot, greasy, humid environments.
• The whole portfolio: one service model for every restaurant brand in the group's Mexican portfolio.

Redsis's Technical Services Division provides the group with wall-to-wall on-site support: one contract and one accountable team for all of the IT hardware in every restaurant, instead of a different provider for each type of device. The service covers the group's entire restaurant portfolio in Mexico.

The model has two tracks. Corrective support puts a technician in the restaurant within the 2–8 hour window committed in the SLA, to diagnose and fix the problem in the store. Preventive maintenance checks equipment on a schedule to get ahead of the most common failures in a demanding operating environment.

How the service works

• Single point of contact for reporting any IT hardware issue in any restaurant.
• Field technician network with nationwide coverage.
• 2–8 hour on-site SLA, set to protect continuity of service to guests.
• Scheduled preventive maintenance to reduce failures and extend equipment life.
• Store-level support for the point of sale, the device the restaurant's revenue depends on most.

With more than 25 years of experience and our own operations in Mexico, Colombia, Brazil, Ecuador and the United States, Redsis serves 200+ clients across financial services, retail and industry in Latin America. Our Technical Services Division combines a field technician network, depot and lab services, and hands-on experience integrating retail point-of-sale hardware and software, including platforms such as Toshiba ELERA, GK and Flytech.