Key Challenges
- Provide installation, configuration and service support for the company's postal terminals in different regions of Russia.
The cooperation began in December 2021 on the following terms.
It was decided that the customer would handle shipping the postal terminals to the sites, while ICL Services engineers would carry out commissioning: collect and install the equipment, connect to it the power supply, configure the software, and check the terminal's boxes.
In addition, ICL Services engineers were to eliminate the causes of malfunction on-site, in case of any failures in the operation of postal terminals in accordance with the adopted SLA.
Service requests were to be recorded in the Snapshot system. Urgent requests had to be resolved in four hours, and low priority requests in 24 hours. If an engineer needed advice to solve complex problems, they would the in-house ICL Services TAC (Technical Assistance Center) with a highly qualified engineering staff.
As part of the project, engineers made about 30 on-site visits each month. To reduce the risk of malfunction and the number of outages, the ICL Services team carefully tested equipment and communications during installation.
In addition to the postal terminals, ICL Services engineers also serviced VolumeBox self-service terminals, through which customers can pack and weigh their mail and have it shipped immediately without the help of an operator.
Results
- In six months, the ICL Services team installed more than 250 postal terminals in 36 cities of Russia.
- Thanks to timely equip-ment checks and clear communications during installation and over the course of the project, the number of repeated fail-ures at postal terminals was reduced by 40%.
- Cooperation with ICL Services allowed the customer to scale the network of postal terminals and maintain their performance.