Building a Stronger IT Backbone: CUMI & Incentro’s Partnership

Challenge

Managing IT infrastructure for one of South Africa’s largest retail chains is no small feat. Cape Union Mart IT (CUMI) is at the heart of this operation, ensuring seamless digital experiences across 200+ stores. As their business grew, so did the complexity of their IT Service Management, leading to communication gaps, scattered workflows, and prolonged resolution times.

Cape Union Mart needed more than just a solution; they needed a partner who truly understood their challenges—one that could bring expertise tailored to the African market context. That’s where Incentro stepped in.

Impact

Incentro’s presence on the ground in South Africa played a crucial role in identifying and addressing CUMI’s unique pain points. Understanding the operational landscape, local challenges, and business culture allowed us to align mondayService with their exact needs.

Our collaboration went beyond software implementation. We worked closely with CUMI’s teams, embedding ourselves in their workflows to ensure a seamless transition. Through hands-on workshops, structured onboarding, and continuous support, we didn’t just deploy a tool—we built a system that integrates with their way of working.

Our partnership started with deep discovery sessions to analyze existing workflows and identify areas of improvement. Together, we streamlined ticket categorization, enforced mandatory fields for key details, and implemented automation to eliminate inefficiencies. The result was a structured ITSM approach that improved collaboration, reduced back-and-forth, and enhanced service delivery.

Solution

“Having Incentro as a partner made all the difference,” says a representative from CUMI. “They didn’t just sell us a platform; they took the time to understand our operations and adapted the solution to fit us. Their presence in South Africa meant they truly grasped the challenges we face in this market.” - CIO of Cape Union Mart IT

Dennis de Weerd, Director of Incentro Africa, emphasizes the importance of collaboration: “At Incentro, we believe in working alongside our clients—not just delivering solutions but creating long-term impact. Our partnership with CUMI showcases how having a local presence helps us provide tailored, effective implementations that drive real change.”