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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.

Key Challenges

«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.

Goals and objectives

  • 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.

Implemented our solution

  1. A detailed study of the Customer needs was conducted;
  2. The service was thoroughly described, an optimal service model with transparent service management structure was designed;
  3. Data gathering enabling a service to gather data from any source required;
  4. A convenient pricing model with a "per unit" base price was developed for the Customer;
  5. Components and supplies of the ICL replacement fund were restocked across the Customer's coverage zone;
  6. 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);
  7. 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.


  • 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.


Ildar Khusnutdinov
Head of Service Delivery


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