Genpack to provide IT help desk support to Dollar General

New York City -- Genpact, a leader in business process and technology management, announced the transition services started in 2011 have been completed and IT Help Desk production support services are now fully operational as of Jan. 1, 2012 with Dollar General Corp.



Genpact’s services include providing technical and customer relations support to the more than 90,000 store employees at Dollar General’s 9,800 stores in North America. Genpact will also be providing services for Dollar General’s new stores as part of the retailer’s expansion into California and Massachusetts.



Under this agreement, Genpact is managing a range of services out of its center in Danville, Illinois for Dollar General. Genpact’s services for Dollar General include supporting point-of-sale terminals, hand-held terminals, printers, server registers, flatbed and handheld scanners, as well as both pin pad and keypad sets. Genpact is deploying tools for multi-channel delivery which increases the efficiency of overall IT help desk operations and customer relations calls. Dollar General Corp. is the nation’s largest small-box discount retailer.



“Dollar General is already benefitting from Genpact’s end-to-end thinking to all of these store operations support activities which will result in significant improvement in business outcomes, especially our ability to expand into new states,” said Bobby Aflatooni, VP of information technology, Dollar General Corp.