Client: Global IT services provider (name withheld)

Industry: IT Services

Introduction to a Nationwide IT Rollout

A nationwide IT rollout is a multifaceted initiative that demands meticulous planning,
expert management, and seamless execution to ensure the successful deployment of
technology solutions across multiple locations. This process often involves coordinating
stakeholders, aligning documentation, and maintaining consistent delivery standards
across diverse sites. Companies undertaking such rollouts rely on trusted partners with
the expertise and operational structure to manage complexity and scale quickly.

Challenge

A global IT services provider needed to refresh aging retail hardware across Norway to
improve reliability and incident management. What began as an urgent enquiry for two
locations quickly expanded to a 94-site rollout, including remote sites that required careful
coordination of technician coverage, language capability, and scheduling.

Solution

YouCall-it coordinated delivery using SYSTERAL as the central operational excellence
platform.

SYSTERAL’s Enquiry chat became the primary channel for communication between the
client, YouCall-it, and the delivery partner. This created a single place to align on
requirements, confirm partner capabilities, and manage expectations as the scope
increased.

SYSTERAL was also configured for integration with the client’s external system, enabling
efficient data and workflow management. Tickets could be created per site and updated
through to completion, improving visibility and consistency as the rollout scaled.

Implementation

• Three pilot runs were completed before full rollout, each followed by a review call to
  refine documentation and process.
• A minor installation issue was identified during a pilot review and resolved without
  commercial impact.
• Weekly calls supported ongoing alignment during execution.
• Microsoft Teams supported day-to-day collaboration, while SYSTERAL remained the
  system of record for scheduling and completion updates.
• A three-way email chain was agreed upon for sharing large files and managing
  document changes.

Results

The rollout, which scaled from two sites to 94, was delivered within a demanding
timeframe. The client highlighted communication and responsiveness as key strengths:

“Communication is a strong point with SYSTERAL. It is about responsiveness and the flow
of information. When challenges came up, the key driver to resolving them was really the
responsiveness. The reaction is remarkably quick.”
( Service Delivery Manager, client organization )

The client also emphasized speed of mobilization:

“We reached out on Monday morning, and by noon, we had an offer for a relatively big
scope of work. It was very quick to find a partner through the portal.”
( Head of Global Program & Service Management, client organization )

Building trust was a key outcome of this collaboration, as open communication and
responsiveness fostered a reliable partnership. Regular review sessions after each pilot
helped maintain alignment between all teams and supported consistent delivery across all
sites.

Why This Matters

This case shows how YouCall-it helps enterprises change the channel on IT service
delivery. By running communication and ticketing through SYSTERAL, teams reduce
fragmented updates, gain real-time visibility, and scale multi-site delivery with stronger
control and accountability