Leroy Merlin, an international retailer specializing in the sale of goods for the construction, decoration and arrangement of the house, cottage and garden.
Leroy Merlin is actively growing and expanding the geography of presence. Such positive trends require changes in departments, including IT.
ICL Services was supposed to introduce a single standard of IT support for users in a short time, regardless of region and time zone.The sustainable development of Leroy Merlin's business set complex and ambitious goals for the internal IT department. There was a need to transform mature IT processes to make them more manageable, scalable, and ready to support sustainable growth for years to come.
At the same time, it was important to keep the cost of IT support at an acceptable level. Therefore, Leroy Merlin focused on the development and implementation of changes in IT processes, and ICL Services acted as a reliable contractor capable of supporting and providing resources for the ongoing changes, while fully sharing the Customer's approach to managed services.
Key Challenges
- Create a single Service Desk that will ensure the reception, dispatching, escalation and resolution of tickets from Leroy Merlin's employees.
Solution
Implemented our solution
- Within the framework of the project, the following activities took place:
- round-the-clock technical support service was created;
- round-the-clock reception of requests by phone, e-mail, and through Telegram was ensured;
- ongoing support of more than 100 stores of the Customer throughout Russia was ensured;
- report generation was provided to monitor the quality of service; incident handling, prompt adjustments to operations, as well as the correct allocation of resources within the project were ensured;
- procedures for processing requests were developed and standardized;
- Service Desk operators were trained in the field of business processes and technologies;
- answering calls in 30 seconds;
- processing of incoming requests in less than 20 minutes;
- solving typical issues at the first contact with the user;
- user satisfaction not lower than 4.8 out of 5.
Results
- The SLA level for the project is 98%
- Request processing has become clear and transparent at all stages of the life cycle.
- Leroy Merlin receives regular reporting on all key quality indicators
- The number of processed requests increased six times in three years: from 3,000 to 18,000 requests per month.
- The solution of issues was accelerated by transferring typical requests from the first line of support to other lines.
- The workload of subject matter experts has decreased, so they are now focused on solving more significant problems.