Key Challenges
Provide service support for the customer's postal terminals in several Russian regions
- Provide logistics and installation support for new and relocated postal terminals in the regions serviced
and beyond
Implemented our solution
In March 2021, ICL Services began servicing 300 postal terminals in 40 cities across 16 federal regions of Russia. Subsequently, this number increased to 52 cities in 17 regions.
The ICL Services engineers were responsible for postal terminal complex troubleshooting under the SLA. Work duration ranged from 6 to 16 hours, depending on the condition of the malfunctioning equipment.
As an additional part of the service, engineers from the ICL Services TAC (Technical Assistance Center) analyzed the operation of individual postal terminals nodes. This allowed for the prompt preventative replacement of worn-down or frequently malfunctioning equipment, thus significantly reducing the overall number of failures.
In addition to this maintenance, ICL Services engineers installed more than 40 postal terminals for the customer since June 2021, including both completely new terminals and existing terminals that had been relocated.
In total, more than 3,500 support tickets were registered in the Snaryad system during the period of service. When working on these tickets, ICL Services engineers made on-site visits to investigate the incidents reported and carry out PM (preventative maintenance) equipment checks, as well as design work related to the installation of new postal terminals.
Results
- During the service period, ICL Services engineers performed more than 3,500 maintenance and installation tasks for the custom-er's postal terminals;
- The team installed more than 40 postal terminals;
- Thanks to timely equipment in-spections and additional analysis of recurring visits, the number of equipment failures was reduced by 30%.