Value/ROI
- Faster resolution by eliminating the manual research that used to precede every outage ticket, cutting time-to-diagnosis and reducing MTTR.
- Consolidated visibility across every carrier and device into a single monitored platform, replacing scattered vendor portals and spreadsheets.
- Reduced revenue exposure at the boutique level by resolving connectivity issues before they compound into extended downtime.
Project
- Replaced a fragmented, manual outage-response process with SmartTile’s unified network monitoring platform.
- Deployed live monitoring across every carrier circuit and network device at each boutique location.
- Integrated with the Meraki API to extend visibility to private network infrastructure, including access points and switches.
Key Takeaways
- SmartTile surfaces carrier, vendor, and device information automatically the moment an issue triggers, removing the need for manual research.
- Monitoring the on-site modem’s default gateway gives the team instant, verified confirmation of the issue.
- The results have been strong enough that the retailer is expanding SmartTile to monitor every point-of-sale system across its North American locations.
Introduction
This company is a leading name in luxury retail, operating boutique locations across North America. Running a large, multi-site operation means every location depends on reliable connectivity, and every minute of downtime carries a direct cost.
The Challenge
Before SmartTile, when a boutique’s connection went down, the retailer’s IT team lost valuable time just establishing the basics: who the carrier was on that circuit, where to find the vendor bill with the circuit ID, and what equipment was even installed on-site.
From there, opening a ticket meant asking the same round of questions every time. Does the site have a backup connection, and is it running? Is there a backup firewall, and is it active? Who’s the vendor, and how do you reach them? Who at the store can check the power and equipment?
By the time the team had gathered enough information to open a ticket, they had already burned real time and pulled in several people, all while revenue at the boutique was compromised.
The Smart Solution
With SmartTile, all of that information now lives in one place, monitored live: every carrier, every device. The moment an issue triggers, those answers are injected directly into the ticket automatically.
SmartTile monitors the default gateway of each site’s on-site modem, giving the team instant verification of exactly what the issue is. Through its Meraki API integration, SmartTile extends monitoring beyond public-facing devices like firewalls to private infrastructure as well, including access points and switches, pulling NetFlow, SNMP, and uptime data directly into the platform.
Conclusion
The impact has been significant enough that the retailer is now expanding SmartTile’s footprint, rolling it out to monitor every point-of-sale system across its North American locations.
Looking ahead, the retailer plans to activate SmartTile’s carrier API integration with Granite to close the loop entirely: automatically opening tickets, logging every step in ServiceNow, reporting status back to the site, and closing the ticket once the carrier confirms service is fully restored.
For a business built on a seamless in-store experience, that level of visibility and automation means IT operations can stay a step ahead, protecting both uptime and revenue across every location.
