300,000 Assets, one accountable partner: Wall-2-wall across a 1,200-store estate
Spencer Media Team · September 1, 2026 · 4 min read
When store technology comes from ten-plus vendors, every repair is a negotiation and every shipment a small logistics project. This retailer with 1,200-plus US locations, and 250+ technology items per store, was moving more than 3,000 shipments a month between stores and repair depots while its IT team fought to hold service levels with the resources it had, and no view into how vendors’ repair operations were actually performing. This case study follows the consolidation of that entire operation into Spencer’s Wall-2-Wall service: one asset system tracking 300,000 items, one repair location, one SLA framework - and what followed. Shipments cut by more than half, service levels at 98% or better, and repair-versus-replace decisions made on data rather than guesswork.
1,200+ locations across the US · 300K assets under management · Shipments cut by over 50% · 98%+ SLA attainment
The challenge
Every store carried an average of 250 technology items — POS terminals, handhelds and touchscreens, multi-vendor Wi-Fi, VoIP phones, UPS units, back-office workstations and wearables — sourced from more than ten vendors, each with its own warranty terms, repair depot, and turnaround times.
The operational cost of that fragmentation showed up in the shipping data: over 3,000 shipments a month moving between stores and vendor repair depots, plus more between the retailer’s own spares facilities and stores. The IT team was trying to hold support SLAs with finite resources while still delivering its technology roadmap, and had no visibility into vendors’ repair operations — which made repair-versus-replace decisions guesswork and repair timelines unpredictable.
The approach
Wall-2-Wall consolidates the entire maintenance operation into a single accountable service. Spencer provides the products, seed stock and consumable parts — batteries, pin pads, styluses — sized to the technology and the number of stores, then eBonds with the retailer’s existing ticketing system so tickets flow directly to warehouse and technician scheduling without re-keying.
Once the program is live, a dedicated Delivery Management Team owns every moving part: inventory stock management on min/max auto-replenishment, shipping between store and Spencer repair depot, and the costs attached to both. Every asset is tracked by serial number in a single system — in store, in transit, in repair, or in warranty-replacement storage.
What the service covers
The program runs as a closed loop. Acquisition procures seed stock and spare parts from the retailer or the vendor. Management tracks asset lifecycle by serial number with visibility of every unit inside the facility. Level 1 support is help desk staffing with POS and retail-specific training, with an API into the retailer’s ticketing system where required. On-site break/fix offers SLA options for on-site commitment, with W-2 and certified technicians backed by the help desk. Warehousing and logistics carries inbound and outbound shipping SLAs. Repair is centralized, with triage, warranty handling, quality control and re-stock management. Disposal covers secure, sustainable eWaste handling across the retail technology vendor range.
Spencer partners with over 60 leading retail technology vendors across POS, inventory management, retail networking and audio-visual systems, so the retailer holds a single contact point and interface for every vendor and product type under one common SLA and ticketing approach.
Three SLA standards govern repair and on-site work: ship on time, meaning same day as the ticket; first-visit resolution, meaning the ticket is resolved on the first site visit; and resolution within 48 hours. Ticket mechanics are standardized to three patterns - Ship Only, where a new asset ships and is received next business day; Advanced Exchange, where the replacement ships next business day and the defective unit returns in the same box with a return label; and Exchange upon Receipt, where an electronic shipping label is issued, the store ships first and the replacement follows on receipt, reducing loss on high-value items.
Pricing follows the same logic. Price per incident uses a ticket type and defined price for each asset, which suits estates where asset counts change constantly. Monthly fixed pricing sets a bill from price per incident multiplied by expected ticket count, adjusted periodically against actual results. The two can be mixed, and everything is billed monthly in one consolidated format.
The results
300,000 assets now sit in a single asset-management system with 100% visibility of kit status. Unifying repair into one location cut shipment volume and complexity by more than half. Shipping, first-visit resolution, and 48-hour resolution SLAs are currently holding at 98% or better. The retailer took cost savings on both warranty-agreement management and shipping - and, for the first time, had the data to make repair-versus-replace decisions on evidence.
Reporting runs through PowerBI as a real-time dashboard, or by API straight into the retailer’s own operations systems. Ticketing, inventory with min/max auto-replenishment, shipping costs and tracking all report into one view, alongside live SLA and KPI reporting across every location, asset and ticket - which is what turns a maintenance contract into something the retailer can optimise against.
If you're managing store technology across a dozen warranty agreements and can't say where a given asset is today, the cost is already showing up in your shipping data. A Wall-2-Wall assessment puts a number on what consolidation is worth across your estate - shipments, SLA attainment, and the warranty spend you're paying for twice. Talk to us about Wall-2-Wall.
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