How Specsavers Transformed IT Operations with Spinnaker Support

Specsavers, a global leader in vision and hearing care, faced mounting challenges with their Oracle support. Their critical supply chain, which serves customers across 11 markets, depended on seamless IT operations. However, persistent service backlogs, security concerns, and slow issue resolution hindered their efficiency. With a need to cut costs without sacrificing quality, Specsavers sought a partner capable of transforming their IT operations into a resilient, cost-effective foundation for growth.

After an RFP process and Gartner consultation, Specsavers chose Spinnaker Support as their trusted IT partner. Together, they developed a plan addressing immediate needs and long-term goals, focusing on resolving backlogs and setting clear resolution targets. By preloading critical patches and safeguarding Oracle data, Spinnaker ensured a smooth support handover. Their proactive, tailored approach addressed Specsavers’ unique challenges, building the foundation for a successful partnership.

Spinnaker Support delivered a seamless transition to third-party support through expertise and proactive measures. Dedicated engineers developed a deep understanding of Specsavers’ systems, enabling faster, more effective support. To address security concerns, Spinnaker implemented preventative measures that safeguarded critical systems without interruptions. Their team also guided the resolution of Specsavers’ backlog of over 90 aged service requests, ensuring the supply chain ran smoothly. With Spinnaker’s “Ultimate Support Guarantee,” Specsavers had a secure path back to Oracle support if needed—though it was never used.

Specsavers achieved transformative results with Spinnaker Support. Service requests that had hindered efficiency were resolved swiftly, while proactive security measures ensured operational stability. By reducing support costs, Specsavers reinvested savings into innovative customer-facing technologies that enhanced their retail experience. Operational improvements across their supply chain led to faster product availability and improved customer satisfaction. For Specsavers, this partnership wasn’t just about IT support—it was about advancing their mission to improve lives through better sight and hearing, powered by a robust and reliable IT foundation.