To be aligned with business strategy, optimisation of enterprise business processes and long-term ICT direction, the major food retailer, is the third largest chain of supermarkets in Russia, has changed the business model and decided to outsource the majority of ICT support services. That included retail store equipment & retail point-of-sales in 2000 local stores, networking hardware, workstations, and servers. One of the key tasks was to provide a full support, maintenance and development of Dynamics AX application.
As a result of the pilot project, ICL Services was able to win a contract to provide a support for 75% of the stores and assist the major food retailer to successfully complete the journey.
Key Challenges
- Provide on-site technical support for ICT hardware and retail equipment.
- Provide a Service Desk quick response time, which should not exceed 30-minutes time frame.
- Retail store equipment implementation.
- Carry out overall maintenance of hardware and retail store equipment in every retail store.
- 95% of requests should not exceed the allocated time to resolution Provide support of Dynamics AX.
Implemented our solution
- As part of Dynamics AX 2009 support, the support services, which ICL Services provide are incident management process, implementation of required enhancements to optimise the system and automate business processes, development & deployment of modifications of existing solutions, and system performance.
The highlighted enhancements are:
1. Automation of cash collection & payment business processes, implementation of multithread cash flow statement solution, have improved the billing process and identified issues in billing cycle. In addition, introducing the automated electronic payment has simplified the payment process.
2. Further alcohol law amendment was a trigger to implement a new set of enhancements for Dynamics AX to align the functionality with new alcohol law requirements and introduce the automation of bonus calculation process:
- Identification of the correct set of bonuses based on the information services of alcohol tax base;
- Total bonus calculation solution;
- Automated generation of bonus agreements for populating the product catalogue.
Additionally, our specialists have upgraded and installed existing & new retail store equipment, carried out overall maintenance of local store servers and POS.
Results
- A support of 2680 stores has been successfully outsourced by ICL Services.
- 99.5% SLA was is provided.
- More than 12000 tickets were closed in 2020.