One partner. Thousands of sites. No finger-pointing.

The customer

A national multi-site retailer running a large store estate across Canada. Many sites are in older buildings. Most have no IT staff anywhere near them. The people who keep a store running are the people behind the counter, and when something breaks they need it fixed, not explained.

Frontier has worked with this customer for years. What started as connectivity grew into voice, guest WiFi, and a support setup built around how their team actually works.

Before Frontier: a network with no clear owner

Connectivity ran through a traditional national carrier. On paper that sounds simple. At the scale of this estate, it was not.

When a site went down, a small head-office team had to log the issue, track it, and push for a fix through a support process that was never built for a footprint this large. A problem at one store and a problem at fifty stores went into the same queue and moved at the same speed. There was no single person who owned the network and no fast way to find one.

For a business where the network sits between the customer and the sale, that lag is not an inconvenience. It is revenue walking out the door, one location at a time. The retailer did not need a better carrier. It needed someone to take the whole problem off its desk.

What Frontier built

Frontier replaced the patchwork with a single managed model and took ownership of it. One vendor, one bill, one number to call, and one team accountable when something needs fixing. No finger-pointing between vendors.

Underneath that, the setup was deliberately practical. Every site runs broadband with backup, so a single circuit failure does not take a location offline. Voice runs alongside it, including analog lines where older in-store equipment still needs them. Guest WiFi runs through a captive portal. And because a rollout at this scale lives or dies on logistics, Frontier handled the unglamorous parts directly: staging equipment, warehousing it, and dispatching field technicians across the country.

The detail that mattered most was not a product. Frontier built a custom API integration between its ticketing system and the retailer's internal systems. Support tickets and updates pass directly between the two platforms, system to system. Nobody re-keys a ticket. Nobody phones to ask where things stand. For a team managing a large estate, that is the difference between a support process that scales and one that quietly buries them.

More recently, the retailer moved the bulk of its sites onto TrueVoice, Frontier's Canadian-hosted cloud PBX platform. The migration ran against a fixed deadline. Frontier's project team worked it site by site, scheduling around trading hours, and brought it in on time.

The outcome

The patchwork is gone. In its place is one partner, one bill, and one team that answers for the result. The head-office team stopped chasing vendors and went back to running the business.