Comprehensive Set of Services for the Federal Network of Automated Parcel Terminals Halva

Full technical support

In May 2020, Halva transferred the maintenance of part of its federal network of automated parcel terminals to ICL Services. It was decided to structure the processes as follows: Halva delivers the parcel terminals to the destination point, while ICL Services installs them, installs the software, connects service and user lockers, and troubleshoots any problems that may arise.

All of Halva’s requests are recorded in the special field maintenance control system Snaryad and are processed within a day. An ICL Services engineer assesses the situation on site and solves the problem: restores power and communication channel, restarts the parcel terminal. If a problem cannot be solved without a consultation, the engineer contacts ICL Services’ internal Technical Assistance Center (TAC), which is made up of high-level specialists. All work is accepted by Halva’s technical support team.

In addition to troubleshooting, ICL Services also performs regular preventive maintenance to reduce the number of failures and breakdowns.

Growth driver

By transferring the maintenance of parcel terminals to ICL Services, Halva has improved its level of customer service and expanded its geographic presence. Breakdown-induced downtime has decreased: specialists respond quickly to all requests, and the cost of installation of parcel terminals across the country has been reduced. Work quality is assessed using a uniform system, which is monitored by the project management team.

Over the past year and a half, ICL Services engineers have installed more than 2,000 parcel terminals in 477 Russian cities. The company receives about 350 maintenance requests per month, with a breakdown rate of only 0.17 thanks to quality support on Halva’s part and continuous infrastructure improvements. During the entire contract period, the established SLA of 97% has never been violated.