ICL Services

Russian food retailer

In 2017, a major Russian retailer outsourced IT equipment maintenance and support in more than 2,000 stores. ICL Services helped the retailer to reduce costs and make the services more manageable
The Customer was committed to optimizing the business processes. One of the tasks was to reduce the cost of IT equipment maintenance in stores. To achieve this, it was decided to outsource on-site technical support.

Tasks related to maintenance of automated workstations with peripheral equipment, Wi-Fi access points, communication channels, cash registers, as well as server and network equipment were transferred to a third-party service provider.

The Customer did not want to fire the internal engineers, so we were asked to hire the maximum possible number of employees from the existing team.

ICL Services, one of the leading IT service providers in the world, offered a competitive price and was granted the right to implement a pilot project. Within two months, we provided IT support services to 240 stores in five regions of Russia. 

"We were able to ensure effective process deployment and interaction with the Cus-tomer and engineers, as well as demonstrated high levels of service. One of our ad-vantages was our readiness to hire internal employees of the Customer. As a result, ICL Services hired 36 of the Customer's 60 former employees. The engineers did not lose their jobs, and our Customer was able to reduce the costs related to dismissal", said Ilya Aitmukhamedtov, Project Team Leader.

Based on the results of the pilot project, ICL Services signed a contract for maintenance and support of more than 75% of the stores of this retail network.

Key Challenges

  • Providing incident field technical support for IT equipment of the Customer's facilities;
  • Opening, closing and reconstruction of the Customer's facilities;
  • Scheduled maintenance in each store;
  • The average response time to a request is 30 minutes or less;
  • At least 95% of requests must be handled in time.
Solution

Implemented our solution

  1. Users use the Customer's ITSM system to register incidents that occur in stores. Each ticket contains information about the nature of the incident, its category and priority. Employees of the Call Center determine the responsible department and appoint a specific engineer. Then, such a ticket is transferred to the second-line support, and the Customer's duty service operator carries out remote diagnostics. If the problem is not solved remotely, the ticket is sent to ICL Services which acts as an on-site support service provider.

  2. Work orders are created in the Snaryad field staff management system. Each particular ticket is transferred to an optimal performer i.e., an engineer with the necessary competencies who is not currently occupied and is closer to the target store (according to GPS).

  3. Snaryad allows the user to monitor ticket statuses. Using the mobile app, an engineer indicates the time of confirmation of the work order, time of departure and time of arrival at the target store. After resolving the issues related to the incident, the engineer attaches a photo of the Work Completion Certificate and the user's feedback, and the duty operator checks the time intervals and closes the ticket in the Customer's ITSM system.
  4. Thanks to the mobile application, duty operator knows where the engineer's current location, as well as the time of departure/arrival and the work completion time. Employees do not need to send a lot of emails and photos, as Snaryad stores all the necessary data. This system makes it easy to assess the quality of services by analyzing tickets for a particular store or a specific engineer.

  5. As a follow-up to the cooperation as soon as ICL Services was able to support MS Dynamics AX, the Customer set us the objective of implementing new features, finalizing the existing features and fixing errors in the ERP system.

    There were such objectives as:

    1. Upgrade of cascade generation of the DDS report for bank transfers, which implied the optimization of the time for generating the report. ICL Services met the challenge, reducing the waiting time for the report result by concerned employees;
    2. The legislative excise tax on alcohol served as an impetus for the implementation of a set of improvements in the IT system MS Dynamics Ax2009 in terms of automation of the correct calculation of the total amount of remuneration:
      • Calculation of premiums and information services from the excise tax base;
      • Finalization of the calculation of the total amount of remuneration;
      • Automation of filling in of bonus contracts with assortment.
  6. Also, ICL Services specialists conducted: 

    • Design work to ensure the opening, closing and reconstruction of the customer's facilities;
    • Installation of backup data transmission channels and work on replacement of RAM in the servers of the customer's points of sale.

Results

  • 12 000 incidents were resolved on-site for 2020 year;
  • 99.5% of tickets were closed in a timely manner
  • 2680 stores provides field support by ICL Services

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