Published:Fri, Dec 05

Why i2i Switched Their Job Management Platform to the AI-Powered Arez.io

3 min read

i2i, part of the Citipost Group, delivers a range of support services including both planned and reactive maintenance to over 1,300+ retail sites across the UK. Their work is essential to keeping retail operations running smoothly, and reliability is critical. But as demand grew, their existing job management system began to show its limits.

The Challenge: Complexity Without Clarity

i2i’s previous platform is widely known, and as many users find it isn’t able to keep up with the demands facing businesses. The issues were clear:

Too much manual admin
Expensive customisation and hidden costs
Limited reporting and real-time insight
Difficult integrations with client portals
Compliance tracking done through spreadsheets, reminders and guesswork

With hundreds of suppliers, thousands of jobs and over a thousand locations, efficiency couldn’t be an aspiration, it needed to be built in.

i2i knew they had outgrown the traditional system. They needed a smarter platform that could automate routine work, provide live visibility across operations, and adapt to changing client requirements without massive development costs.

That meant moving beyond legacy tools, and into AI-powered job management with Arez.io.

Figure 1: The unified dashboard offers a single, comprehensive view of all job management activity and operational performance.

Why They Chose Arez.io

Arez.io isn’t a retrofitted legacy platform. It was designed around AI from day one, to automate compliance, PPM and reactive workflows, and turn data into real operational intelligence.

Key improvements included:

Automated Supplier Compliance: Arez digitised the entire onboarding process. AI now scans supplier documents, validates accreditations and tracks expiration dates, automatically chasing renewals without manual intervention.

PPM With Built-In Intelligence: Planned maintenance tasks are generated automatically based on frequency, location and supplier capability. Certificates are uploaded directly, and any remedial work is instantly flagged through AI review.

Reactive Job Management: Incoming requests, from the helpdesk or client portal, automatically create structured job records. The helpdesk team can now assign suppliers, request quotes and monitor SLAs in minutes, not hours.

“The AI-driven compliance checks, call triage and automated job prioritisation is proving to be a significant time saver, and is improving accuracy too. We’ve reduced manual admin and can focus on delivering service excellence for our clients.” Graeme Buchan, CEO, i2i

Real Results Across a Live Operation

This wasn’t a pilot, it’s live and now the backbone of i2i’s national operation:

📍 1,300+ active sites managed

⚡ 400+ reactive jobs raised in the first 30 days

🛠️ 600+ PPM tasks generated in the first 7 months

🤝 40+ suppliers onboarded and monitored

👥 90+ platform users across teams and partners

A Platform and a Partnership

The switch to Arez.io wasn’t just a platform upgrade, it was about finding a partner who truly understands i2i’s business. Arez brought more than features; it brought collaboration, speed and intelligence.

With a responsive team committed to i2i’s success, development became a joint effort, focused on solving real operational challenges, not just selling software. Cost certainty, open communication and a willingness to co-create features made the transition smooth and scalable.

“Arez.io listened to what we needed and built it with us. The platform is incredibly powerful, and the support from the Arez team has been outstanding. It’s been a true partnership from day one.” — Graeme Buchan, CEO, i2i

Arez provided:

A flexible structure tailored to i2i’s operational model
Faster development and cost certainty compared to legacy systems
Full integration with their client-facing portal
A free engineer app built around real on-site workflows
A development team that co-created features with them

The Outcome

i2i didn’t just switch platforms, they evolved their entire operating model. With AI powering compliance, PPM and reactive services, i2i now runs a national operation with less admin, faster response times and full visibility, all from one connected platform.