A national specialty retailer was attempting to reduce the cost and improve the response time when service was needed for their existing store video surveillance equipment. A repair program was developed with their Loss Prevention department and piloted in 300 stores. Within six months, the program was rolled out to all 4200 corporate owned stores. The results after the first year were:

• Savings of over $600,000 by repairing equipment that was previously discarded
• 36% of the problems were resolved within one day
• Response time was reduced by 86%
• On-site service calls were reduced by 73%

The customer saved over $1,000,000 the first year over their previous process and store satisfaction was increased.

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