Technical support and repair of cash register equipment for Karusel hypermarket chain

Comprehensive equipment support

Karusel transferred the support of 8 hypermarkets of the chain in 5 cities of Russia to one of the leading Russian IT companies with extensive experience in retail and HoReCa — ICL Services. The main task was to maintain the functionality of the equipment in the sales area and at the cashier sites with an SLA not lower than 97%.

ICL Services specialists undertook remote and on-site support, equipment repair, and preventive maintenance. Each store has about 20 jobs in the back office, 25 cash registers, 10 printers, 30 mobile data collection terminals, and dozens of scales. They also supported fiscal registrars, scanners, monitors, cash drawers, and other equipment.

It was decided to organize remote technical support as follows. Applications for cash register equipment malfunctions are received from hypermarket employees in the company's ITSM system. Incident managers at Carousel distribute tasks, and those related to equipment at the cash registers are passed on to ICL Services specialists. They remotely connect to the equipment to diagnose and fix problems. If the incident cannot be solved remotely, field engineers go to the site. Requests for on-site support are processed in the Snapshot system and are eliminated by engineers according to the regulations — within 48 hours.

In addition, ICL Services specialists solve complex problems such as channel failures and power problems at workplaces, as well as maintain Wi-Fi access points and a biometric data system.

 Without incident

Having transferred the equipment in 8 hypermarkets to ICL Services support, the company received properly working equipment, and the stores' staff got prompt technical assistance. The retailer was also able to avoid the fixed and variable costs of maintaining its own engineering team.

The SLA for the project increased from 80% to 100%, and the average user score for the service is at least 4.9 on a five-point scale.