In today’s retail landscape, seamless connectivity and reliable digital infrastructure are critical for operational efficiency and an enhanced customer experience.
Gelmar, a leading South African home improvement retailer, faced challenges in ensuring stable network connectivity, managing guest and staff Wi-Fi, and maintaining effective multimedia distribution across multiple retail locations.
To address these challenges, Metacom provided a comprehensive suite of managed services, including last-mile connectivity, cloud hosting, a fully managed guest Wi-Fi solution, and a state-of-the-art media player system.
This case study explores how Metacom’s technology solutions transformed Gelmar’s retail operations, ensuring improved network reliability, streamlined in-store experiences, and enhanced operational efficiency.
Background & Challenges
Gelmar operates multiple stores across South Africa and needed an integrated digital infrastructure to support expansion and enhance customer experiences. Key challenges included:
Network Reliability Issues:
Gelmar needed a reliable network infrastructure to ensure smooth in-store operations across multiple branches.
Wi-Fi Management:
Providing seamless and secure Wi-Fi access for staff and customers, with clearly defined access levels (private vs. guest).
Data and Media Management:
Ensuring efficient management of data usage and media distribution across multiple locations.
Operational Downtime Risks:
Gelmar required proactive technical support and backups to minimize downtime and maintain operational efficiency.
Metacom's Solution
Metacom implemented a fully managed ICT solution tailored to Gelmar’s needs.
- Last-Mile Connectivity: Stable, high-speed network access.
- Failover & Redundancy: Automatic backups preventing downtime.
- Metacom’s Managed Guest Wi-Fi: Secure, branded guest access.
- UniFi Network Support: Managed network switches and access points.
- Cloud Hosting: Hosted server services with backups.
- Onsite Support & Warranty: Ensured system stability.
- Managed Media Player System: Efficient multimedia content distribution.
- GSM Data Monitoring: Optimized usage tracking and cost control.
Implementation & Rollout
Metacom’s phased deployment included:
- Onsite & Remote Support: Seamless deployment assistance.
- Failover Testing: Ensured continuous operations.
- Media Player Installation: Optimized content distribution, improving marketing efficiency.
Impact & Results
Metacom’s solutions significantly enhanced Gelmar’s retail operations, ensuring higher network reliability, seamless customer connectivity, and optimized media performance.
Network Performance & Uptime
- 99.75% average router uptime, ensuring uninterrupted store operations.
- 97.44% primary network uptime, with seamless 2.56% failover usage, preventing disruptions.
- Significant reduction in network-related IT support calls, as stores now remain operational even during network interruptions.
Customer Experience & Wi-Fi Engagement
- Increased guest Wi-Fi usage, enhancing customer satisfaction and engagement.
- Seamless staff connectivity, improving in-store productivity and operational efficiency.
Optimized Media & Marketing Impact
- Dynamic in-store promotions powered by Metacom’s managed media player system, improving product visibility and sales.
- Centralized content management, allowing Gelmar to seamlessly update and schedule in-store displays in real time. Metacom’s media players have made content distribution effortless and scheduling highly efficient.
Cost & Efficiency Improvements
- Optimized GSM data usage, reducing unnecessary costs while ensuring reliable connectivity.
- Reduced downtime and IT support requests, with network-related support calls now rarely needed.
- Seamless store operations, even during network interruptions—staff remain unaware of any issues, ensuring uninterrupted trading.
Testimonial from Gelmar
“At Gelmar, delighting our customers is at the heart of everything we do. Over the years, we’ve expanded our store network and had the pleasure of delighting even more customers.”
“Along the way, we’ve faced a challenge that all South Africans experience—load shedding. While we ensure our stores are equipped with backup power, we can’t always control the impact on the networks that keep our stores running.”
“That’s where Metacom’s solution has made a real difference. Their offering addresses this challenge by providing multiple network failovers in the event of the primary link going down.”
“Since migrating to Metacom, we’ve seen a dramatic decrease in network-related calls during load shedding, which delights our customers, staff, and IT team.”
“Additionally, Metacom has provided us with media players, allowing us to easily manage and schedule content for our in-store screens from one central location.”
“Partnering with Metacom has truly been a delightful experience, and we are grateful for the seamless solutions they provide to ensure our stores run smoothly.”
Future Outlook
Looking ahead, Metacom and Gelmar aim to introduce more enhanced features, such as:
- Expanding Metacom’s guest Wi-Fi services to enhance customer engagement and insights.
- Leveraging media services to drive in-store promotions and boost customer interactions.
- Metacom will work closely with Gelmar’s marketing team to create more targeted customer outreach strategies.
Through its partnership with Metacom, Gelmar has successfully modernized its ICT infrastructure, ensuring superior network reliability, optimized customer experience, and enhanced operational efficiency. The strategic deployment of managed network solutions, cloud hosting, and media services has positioned Gelmar as a technology-forward leader in the retail space.
This case study demonstrates how a well-integrated ICT approach can transform retail operations, delivering lasting benefits for both employees and customers.
