A leading French technology company specialising in cutting-edge electronic payment solutions partnered with ITDS to boost the performance of its IT operations. With a diverse service portfolio (including payment terminals, online and mobile systems, gateways, and payment management software) the client needed seamless coordination across multiple players: internal teams, business partners in device distribution, and end customers, especially in the retail sector.
One of the main hurdles was a substantial task backlog that needed to be resolved in just a few months. This, combined with the need for high-level technical expertise and direct stakeholder engagement, made the project particularly demanding.
Challenges
- Complex Multi-Stakeholder Ecosystem: Aligning the efforts of the client, business partner, and end-users, each with distinct expectations and workflows.
- Tight Timeframe: Managing and closing a significant backlog under strict deadlines.
- High Standards for Technical & Communication Skills: Ensuring that IT specialists could work hands-on with both systems and people, including international clients and end users.
- Retail Industry Focus: Delivering tailored support aligned with the needs of retail environments.
Solution
To rise to the challenge, ITDS mobilised a skilled team with the right mix of technical acumen and soft skills, providing support across several key areas:
- Key Roles Filled: IT engineers took on high-impact responsibilities, from database configuration to technical assistance and commercial support.
- Product Ownership: Team members acted as Product Owners in critical project areas, ensuring deliverables stayed aligned with business priorities.
- Multilingual Communication: One specialist fluent in Portuguese, French, and English facilitated communication across all stakeholders, bridging linguistic gaps and ensuring clarity.
- Client Immersion: The team conducted on-site visits to three retail locations in Portugal, gaining firsthand insights into customer needs and service expectations.
Business Impact
- Backlog Cleared On Time: The full task backlog was successfully completed within three months, keeping the project on track and avoiding delays.
- Smooth Collaboration: ITDS’s team served as a vital connector between all parties, enabling productive collaboration and smooth decision-making.
- Customer Satisfaction Maintained: Thanks to responsive support and stakeholder engagement, the project preserved high levels of consumer satisfaction, a critical success factor in the retail market.
Why ITDS?
- Specialists Who Understand Business: Our experts combine technical know-how with customer-facing skills, making them highly effective in real-world environments.
- Tailored, Agile Support: We don’t offer one-size-fits-all solutions. Each project receives a bespoke approach built around specific client needs.
- Proven Delivery: ITDS met tight deadlines without compromising quality, ensuring outcomes that support both short-term delivery and long-term client success.
This project highlights ITDS’s ability to deliver expert outsourcing solutions that blend technology, communication, and agility. Whether it’s managing complex integrations, clearing critical backlogs, or working directly with end customers, we bring the right people to get the job done, on time and with impact.
Interested in our services?
To find out how ITDS can support your project, contact us at info@itdsportugal.com for efficient team building and customized IT solutions.
