The world-famous brand of fashion clothes

1. 2016-2018.
   
   On the very first day of service provision, a support hotline was launched.
   
   Within one month, the hotline was transformed into a Service Desk and a second-line support service. The allocation of the first-line support made it possible to maintain a point of contact with end users and ensure high availability of IT support for stores during the difficult period of closing of the peak sales season. It also allowed to receive and register all requests in the corporate Service Now system.
   
   At the same time, due to the reduction in the load on the second line, the specialists could direct their efforts towards transforming the knowledge base into a different format to increase the level of knowledge of the first-line support team and enable them to resolve more requests without referring them to the second-line support.
   
   This approach also made it possible to focus on improving the second-line support quality in the most critical areas of the company’s business operations. Regional support is organized through a partner network of the service provider and meets the expected standards of support.
   
   ICL Services specialists also provide onsite equipment maintenance for stores throughout Russia, servicing printers, cash desks, network and server equipment, multimedia devices, etc. They can respond to emergency service requests in case of critical business issues at night time, at the weekend, and on public holidays. Furthermore, our team took over the storage of spare parts, tools and accessories (SPTA) in Kazan and Moscow, providing access and inventory checking, as well as proper equipment disposal.
2. 2019-today.
   
   In 2019, we proposed that the customer reconsider its approach to receiving requests.
   
   Vladislav Novikov, Project Service Manager: “Previously, we received the request flow entirely via telephone which occasionally resulted in difficulties, for example:
   
   A user found it hard to describe the indicating lights on a UPS or a server, some users had trouble reading labels and messages in English. We tried giving our support service specialists’ personal phone numbers for quick and convenient sharing of the photos of the incident via WhatsApp, but we soon abandoned that practice as our specialists were sometimes contacted outside working hours.
   
   When faced with large-scale incidents, we found it difficult to keep up with the influx of simultaneous calls, it took us a long time to repeat the same information to every customer employee.
   
   Therefore, we offered our new service to the customer —Digital Service Desk: we started aggregating queries not only via telephone, but also through new communication channels — through instant messaging apps. The store staff can select from a number of new ways to contact us: Microsoft Teams, WhatsApp, Telegram, VK, Viber, Facebook.
   
   
   This approach had positive effect within a short period of time. Now the users had the opportunity to instantly text us using their phones or send us an audio/video message via any messaging app. Due to videos we could immediately see into the nature of the problem, which considerably accelerated incident resolution and was more convenient for both parties.
   
   Six months later, we generated the data report of request channel analytics and discovered some interesting statistics: 60% of all user requests were received via messaging apps, and only 40% of them were submitted via phone calls. We have enabled service quality assurance for all requests and have been monitoring this indicator. Users leave positive feedback on the new request submission system. The implementation of Digital Service Desk within the framework of this project allows us to respond to large-scale incidents more promptly and resolve them more rapidly: we develop troubleshooting instructions and send them out via messaging apps. This allowed us to set and successfully fulfil high performance objectives: KPI - 5-minute response time and first reply within 10 minutes with the SLA level of 90%.
   
   At the moment we are getting ready for the next iteration of digitization: we are looking into automating request reception with the help of chat bots and automated request entry into ITSM.
   We are also developing a voicebot for receiving and registering incidents.

Products and technologies

• Service Now
• Microsoft Windows 7
• Motorola PDCT (portable data collection terminal)
• IBM cash registers
• Epson printers
• Fiscal printers (Shtrikh-M)
• Pathfinder (label printers/scanners)