Auchan is a French hypermarket chain operating in Russia since 2002.
Today, there are 86 Auchan stores in Russia: 55 classical hypermarkets, 24 hypermarkets of Auchan City format and 6 "Nasha Raduga" hypermarkets. The company employs more than 35 000 people.
«In order to optimize the maintenance and support of self-service zones in stores it was decided to replace the current service provider. We needed a reliable provider with high SLA for all of our stores with self-service zones in Russia and we found ICL Services», - Valentin Martynov, CSPB Group Manager, IT Auchan Russia. Today, there are 86 Auchan stores in Russia: 55 classical hypermarkets, 24 hypermarkets of Auchan City format and 6 "Nasha Raduga" hypermarkets. The company employs more than 35 000 people.
Key Challenges
- To reduce the maintenance and development costs of legacy PoS applications a re-design and re-platforming of the existing solution was initiated
- Migration of customer's stores with self-service zones to the new service model with transparent service and "per unit" pricing model management structure
Solution
Implemented our solution
- A detailed study of the Customer needs was conducted.
- The service was thoroughly described, an optimal service model with transparent service management structure was designed.
- Data gathering enabling a service to gather data from any source required.
- A convenient pricing model with a "per unit" base price was developed for the Customer.
- Components and supplies of the ICL replacement fund were restocked across the Customer's coverage zone.
- The company designed, planned and implemented the migration of customer's stores to a new model of integrated self-service zone support in 23 stores in 15 regions of the Russian Federation with 1531 devices. ( As of September 1, 2015).
- Requirements to the service provided:
- Regional coverage: Russia
- Operating hours: 24/7/365
- Supported languages: Russian
- Supported devices: 1531 (As of September 1, 2015)
Products and technologies
- OTRS
- Alfresco Knowledge Base
- ITIL, Prince2
- Ashwin monitoring
Results
- Under the condition of threefold increase in the number of supported devices in the first year of service the average SLA for the period amounted to 97.2%
- A number of design improvements was implemented and it allowed reducing the number of hardware-related incidents on self-service lines
- ICL Services introduced the reporting complex that allows controlling the service effectiveness and financial performance in different perspectives (including real-time), allocate and promptly respond to service statistics trends
Other projects in the sector
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Ildar Khusnutdinov
Head of Service Delivery
Head of Service Delivery