A true love story
It all began in 2019. A spark of connection, a collaboration that felt destined to last. There was something effortless about the way we worked together, a shared rhythm that naturally aligned. With common goals, mutual understanding, and an unspoken promise of great things to come, everything seemed to flow. We were certain this was the beginning of a lasting journey.
As time went on, we each evolved in our own ways, and the relationship naturally shifted. By the end of 2022, we decided to part ways,simply because our paths had taken us in different directions. The decision was made with respect and understanding. But as often happens in strong partnerships, the story didn’t end there. Instead, it paved the way for a fresh and even stronger collaboration.
This is the story of how Onitio re-established a thriving partnership with a leading global provider of unified commerce solutionsbuilt on trust, mutual respect, and a shared commitment to success.
The value of partnership – evolving to meet new challenges
After years of a successful partnership, our partner decided to bring their support operations in-house. Despite their best intentions, they quickly discovered that managing both firstand second-line support internally presented unforeseen challenges. As a pioneering leader in unified commerce, they offer a cutting-edge, cloud-based POS platform that seamlessly integrates physical and digital retail channels in real time. This innovative solution empowers retailers to deliver a cohesive, multichannel shopping experience while maintaining the flexibility and scalability needed for future growth. Trusted by over 300 brands worldwide, our partner continues to expand its reach across Europe, Asia, and North America.
A rekindled partnership – finding our way back
After months of reflection, conversations, and getting to know each other all over again, our partner returned to Onitio in April 2024. It was a fresh start, built on renewed commitment and deeper understanding. This time, we designed a support arrangement tailored precisely to their needs – a bespoke solution offering stability, reliability, and a strong foundation of trust.
Ultimately, the journey has reinforced a key truth: strong partnerships are built on adaptability, expertise, and trust. By realigning our collaboration, we’ve created a foundation that not only supports their growth but also strengthens our shared vision for the future.
Improvements with the new agreement:
- Expanded expertise and specialized support – Access to a broader and more distributed pool of specialists.
- Enhanced processes and execution – Optimized workflows and service delivery, leveraging insights from past collaboration.
- Improved response times and customer satisfaction - a better experience for end customer.
Stronger together – a partnership that delivers
Today, Onitio provides 24/7 assistance in both Swedish and English, supporting our partner’s customers worldwide. From troubleshooting POS issues to offering back-office support, we’re always there, ready to step in whenever needed.
Like any great partnership, we complement each other perfectly. When a challenge arises, we tackle it together. Our team expertly handles first-line queries, escalating more complex issues to their second-line specialists, ensuring every problem is resolved efficiently and with care.
Strong partnerships aren’tjust about working together; they’re about evolving together. And as we continue on this journey, we remain committed to providing the expertise, support, and trust that makes all the difference.
- 24/7 support in Swedish & English
- 550 calls per month
- SLA 100%
A partnership that lasts – ready for the future
This renewed collaboration is a testament to what happens when you invest in relationships, learn from the past, and grow stronger together. Our partner has returned – not just as a client, but as a long-term collaborator. Together, we are building something meaningful – a story of service, support, and shared success.
Are you ready to find your perfect match?
Our journey proves that trust, commitment, and the right support can overcome any challenge. If you're looking for a partner who will be there for you, through every twist and turn, don’t settle for anything less than excellence. Let us help you build an IT support system that stands the test of time.