Case study
Nisa
A Decade of Trusted Partnership Between BOXTEC and Nisa
For more than seventeen (since 2008) years, BOXTEC and Nisa have built a partnership founded on trust, transparency, and shared commitment to delivering reliable in store technology across the UK. What began as a straightforward supplier relationship has evolved into a collaborative, strategic alliance that supports nearly 500 retail sites and more than 1,000 end points nationwide.
A Partnership Built on Trust and Mutual Respect
Nisa’s team views BOXTEC as far more than a traditional supplier. They rely on BOXTEC as their first point of contact for anything related to in‑store hardware or technology. The relationship is built on mutual respect, open communication and transparency, ensuring both organisations always understand the challenges ahead and work through them collaboratively.
This approach has created an environment where issues are never met with blame. Instead, both teams focus immediately on understanding the problem, identifying the right resolution, and implementing it quickly and effectively.
Over time, this way of working has shaped a partnership that operates as a single team, united in supporting retailers and delivering the best possible service far beyond a standard supplier customer relationship.
A Strategic Shift From Legacy Provider to BOXTEC
Nisa transitioned to BOXTEC’s point of sale systems over 10 years ago. After analysing the support costs from their legacy provider it became clear they were paying significantly more than they needed to, so they began looking for a more sustainable and cost effective solution.
That decision delivered immediate results:
- A 5% reduction in callouts as soon as BOXTEC systems were introduced
- Lower maintenance costs across the estate
- Improved reliability, even years after deployment
Today, Nisa operates 1,088 tills across nearly 500 UK sites, all supported through the combined efforts of Nisa’s engineering team and BOXTEC’s maintenance partner.
Proactive Support and Long-Term Performance
Nisa operates with four in‑house engineers who deliver installations, implement the POS systems and train the retailers. For regions where an eight‑hour SLA cannot be met on site, BOXTEC’s trusted third‑party maintenance partner, steps in.
The hardware performance speaks for itself. The installed Core 335 POS systems, now between four and six years old, continue to operate with minimal maintenance needs. Many issues, such as cash drawer or printer faults, can be solved remotely by simply sending replacement peripherals and enabling retailers to complete the fix themselves.
What clients say
Software Evolution
With the imminent release of the new Nisa V4.0 software, both parties are predicting steady growth and continued reliability. Within the Co‑op Wholesale Group, each retailer is free to choose their POS provider and among all suppliers, Nisa and BOXTEC hold the largest market share.
This leadership is underpinned by longevity, reliability, and a relationship built on integrity.
Why Nisa Continues to Choose BOXTEC
Even as large POS providers frequently approach Nisa, the commitment to BOXTEC remains unwavering.
Nisa explains:
“We value the relationship too much to move elsewhere. The price is competitive, the service quality is exceptional, and it’s simply not worth switching suppliers to save a few pounds. We know the team at BOXTEC will help us whether it’s drivers, hardware or anything else. Nothing is too much trouble.”
Chris Chadwick, Service Delivery Manager, Nisa
BOXTEC echoes this sentiment:
“Our relationship with Nisa isn’t customer supplier, it’s collaborative. We work side by side, transparently and proactively, driven by a shared desire to support retailers in the best possible way.”
Meg Dempster, Account Manager, BOXTEC
Looking Ahead
With new software, consistent hardware performance, and a decade long track record of reliability, both BOXTEC and Nisa expect the partnership to strengthen further as technologies evolve and retailer needs grow.
At the heart of this enduring collaboration is a set of shared values; integrity, respect, proactive support and a genuine commitment to doing the right thing for retailers.