Marks & Spencer Renews and Expands Services Contract with Diebold Nixdorf

Rhea-AI Summary

Marks & Spencer (M&S) has renewed and expanded its services contract with Diebold Nixdorf (NYSE: DBD) for four additional years. The agreement covers support services for over 1,000 stores in the UK and Ireland, including managed services for self-checkout technology, self-order terminals, and implementation services. The expanded scope focuses on increasing productivity through automation and staff self-help solutions, featuring remote IT device management, self-help tools with process descriptions and videos, simplified incident logging, and self-healing software capabilities.

Positive

• Contract renewal and expansion with major UK retailer M&S for four years
• Increased scope of services across 1,000+ stores in UK and Ireland
• Implementation of automation solutions to reduce operational costs
• Enhanced service efficiency through self-help tools and remote management

Negative

• None.

Insights

Market Research Analyst

The expanded services contract with Marks & Spencer represents a significant business win for Diebold Nixdorf, strengthening their position in the retail technology sector. The four-year renewal covering over 1,000 stores in the UK and Ireland demonstrates strong client confidence and provides stable, recurring revenue. The expanded scope, focusing on automation and self-service solutions, aligns with retail industry trends toward operational efficiency and cost reduction.

The implementation of remote management and self-healing software solutions should reduce operational costs while improving service delivery. This modernization approach could serve as a template for similar contracts with other major retailers, potentially leading to additional business opportunities. The deal's emphasis on efficiency and automation positions Diebold Nixdorf well in the competitive retail technology services market.

Increased scope with a focus on automation and staff self-help to improve technology uptime and operational efficiencies

NORTH CANTON, Ohio, Nov. 21, 2024 /PRNewswire/ -- Marks & Spencer (M&S), one of the largest retailers in the U.K., has renewed and increased the scope of its services contract with Diebold Nixdorf (NYSE: DBD), a world leader in transforming the way people shop, for an additional four years. The agreement includes support services for the entire store estate, managed services for self-checkout technology and self-order terminals in the digital cafés, implementation services for M&S stores and distribution centers, software services and more.

Diebold Nixdorf has provided hardware services to M&S since 2019. The scope of services expansion of the new contract, which applies to the more than 1,000 M&S stores in the U.K. and Ireland, aims to increase the productivity of both Diebold Nixdorf field service engineers and M&S colleagues – leading to higher availability of store IT and a reduction in calls placed to the helpdesk.

A number of solutions will help drive this improvement:

• Remote management of IT devices will reduce the reliance on staff calling for support.
• Tools for store staff self-help include process descriptions and videos, allowing them to solve issues in their own time and in a simple manner, without direct support from field engineers.
• To enable even greater staff efficiency for incident logging, employees can simply push a button on the device on which the problem occurs, instead of initiating a complex ticketing process on a separate computer that is located in the back office.
• Additionally, self-healing software can detect a problem and independently start a process to rectify it, for instance, by automatically restarting the system.

Ben Gale, senior vice president & managing director, EMEA and APAC Retail Sales Management at Diebold Nixdorf, said: "We are delighted about the renewal and expansion of the contract featuring an adjusted business model that is fully aligned with M&S' business objectives, allowing it to automatically adapt to changes in the market and the business. With a clear focus on automation and staff self-help, we are helping M&S achieve important objectives, such as reduced reliance on the helpdesk and improved staff efficiency. We are continually looking to best practices to ensure our world-class service adapts and addresses our customers' needs."

About Diebold Nixdorf

Diebold Nixdorf (NYSE: DBD), Incorporated, automates, digitizes and transforms the way people bank and shop. As a partner to the majority of the world's top 100 financial institutions and top 25 global retailers, our integrated solutions connect digital and physical channels conveniently, securely and efficiently for millions of consumers each day. The company has a presence in more than 100 countries with approximately 21,000 employees worldwide. Visit www.dieboldnixdorf.com for more information.

X: @DieboldNixdorf
LinkedIn: www.linkedin.com/company/diebold
Facebook: www.facebook.com/DieboldNixdorf
YouTube: www.youtube.com/dieboldnixdorf

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SOURCE Diebold Nixdorf, Incorporated

FAQ

What is the duration of Diebold Nixdorf's (DBD) renewed contract with Marks & Spencer?

The renewed contract with Marks & Spencer extends for an additional four years.

How many Marks & Spencer stores will Diebold Nixdorf (DBD) service under the new contract?

Diebold Nixdorf will service more than 1,000 M&S stores across the UK and Ireland.

What new features are included in Diebold Nixdorf's (DBD) expanded service contract with M&S?

The expanded contract includes remote IT management, staff self-help tools, simplified incident logging, and self-healing software capabilities.

When did Diebold Nixdorf (DBD) first start providing services to Marks & Spencer?

Diebold Nixdorf has been providing hardware services to M&S since 2019.