ICL Services

KOMOS GROUP LLC

With 13.5K employees, KOMOS Group is one of the largest leading modern agriculture and food processing group of companies with a full-scale production and sales cycle. It consists of 12 agriculture companies located in 44 regions in Russian Federation. The Group sources, transports and distributes organic and high quality products including crops, milk, meat, poultry and fish.

The support of the system was provided by the in-house team of technical specialists. In the absence of procedure of incoming request distribution, responsibilities were not divided within internal support team. One single ERP support engineer could be responsible for multiple activities including user support, incident management, and processing of service & change requests, maintenance and supporting integrations. That all had led to critical issues unresolved in time, which had an impact on the business performance. Moreover, service management system was also missing. It was impossible to track the progress of incidents and that made the support of the system even more complicated.

The deployed solution was extremely customized implementing a vast number of workarounds, temporary solutions and non-optimised code. Many critical issues appeared during the use of the system leading to multiple downtimes.

The customer required a partner with the strong expertise in the area of application support, who could stop the downtimes, analyse & resolve the root causes of issues. Furthermore, it was also required to implement the procedure of effectively monitoring & supporting Dynamics AX solution.

Key Challenges

  • Provision of comprehensive support of Dynamics AX application;
  • Optimisation of business processes by implementing innovative solutions;
  • Enhancement of existing functionality to boost performance and productivity.
Solution

Implemented our solution

  1. Provided 3 levels of Dynamics AX full support solution includes:

    1. Service Desk as a single point of contact

    2. Dynamics AX support engineers are responsible for incident and service management

    3. Consultants and developers with solid expertise to implement enhancements, automate processes, and optimise performance of the system    

    Our major approach is to implement the best practices for creating and using a knowledge base, which allows us to significantly boost up the resolution of typical requests and also constantly offer ideas and solutions to speed up the operation and improve the efficiency of the service. The project uses a process approach to the preparation and implementation of changes in the System.

    The team maintains the transparency of all processes and regularly informs the Customer about the state of the service, current tasks, solutions and ideas.

    We remain open to suggestions considering the requirements of the Customer, strive to make our interaction convenient, comfortable and effective both for the end users and for the business as a whole.



  2. .

Products and technologies

  • Axapta 2009 based on Microsoft Dynamics and its integrations
  • ITSM: Omnitracker

Results

  • Reviewed and resolved all allocated incidents, service requests and change requests in line with SLAs.
  • Redesigned & fixed the modified code in accordance with best practice.
  • The project team managed to improve the quality of the service provided. At the stage of transferring the service, the number of requests resolved on time was 75%, and after switching to the regular provision of services, this indicator increased to 98.6%.
  • In addition, more than 25 functional improvements were implemented to increase the efficiency of the system. It significantly reduced the number of new incidents and downtimes.
  • Designed and developed an integration with Yandex.Delivery.
  • Automated bonus calculation process.
  • Automated recalculation of the current prices in orders and offers.
  • After deployment of enhancements, all unnecessary in-house temporary developments and workarounds were removed, which improved the overall health of the system.
  • Applying the best practices and our expertise in servicing Dynamics AX, we were able to implement the process approach in supporting the system. Currently, we implement continuous development of the provided service to develop new and more effective solutions.

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