Support and Maintenance Service Area of Auchan

Auchan is a French hypermarket chain operating in Russia since 2002. Today, there are 86 Auchan stores in Russia: 55 classical hypermarkets, 24 hypermarkets of Auchan City format and 6 "Nasha Raduga" hypermarkets. The company employs more than 35 000 people.

Auchan is a French hypermarket chain operating in Russia since 2002.

Today, there are 86 Auchan stores in Russia: 55 classical hypermarkets, 24 hypermarkets of  Auchan City format and 6 "Nasha Raduga" hypermarkets. The company employs more than 35 000 people.

"In order to optimize the maintenance and support of self-service zones in stores it was decided to replace the current service provider. We needed a reliable provider with high SLA for all of our stores with self-service zones in Russia and we found ICL Services", - Valentin Martynov, CSPB Group Manager (IT Auchan Russia).

Project Objective:

• Migration of customer's stores with self-service zones to the new service model with transparent service and "per unit" pricing model management structure.

Services provided:

· Service Desk

· Self-service line equipment repair services

· Comprehensive IT infrastructure monitoring

·  Proactive measures on preventing system failures in stores through constant incident statistics analysis and monitoring of different levels of store IT infrastructure

Requirements to the service provided:

·  Regional coverage: Russia

·  Operating hours: 24/7/365;

·  Supported languages: Russian;

·  Supported devices: 1422**

Solution

 - A detailed study of the Customer needs was conducted.

 - The service was thoroughly described, an optimal service model with transparent service management structure was designed.

- A convenient pricing model with a "per unit" base price was developed for the Customer.

- Components and supplies of the ICL replacement fund were restocked across the Customer's coverage zone.

- The company designed, planned and implemented the migration of customer's stores to a new model of integrated self-service zone support in 21 stores in 15 regions of the Russian Federation with 1422 devices. {1}

Results

 · Under the condition of threefold increase in the number of supported devices in the first year of service the average SLA for the period amounted to 97.2%.

·  A number of design improvements was implemented and it allowed reducing the number of hardware-related incidents on self-service lines.

· ICL Services introduced the reporting complex that allows controlling the service effectiveness and financial performance in different perspectives (including real-time), allocate and promptly respond to service statistics trends.

{1} Data as of July 1, 2015


Categories: Retail, Business Intelligence, Business

Tags: business, IT Infrastructure, project, Service Desk


About ICL Services

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ICL Services are pioneers of professional IT outsourcing in Russia.
The company operates in the international market since 2006 and is the largest IT company in ICL Group.

ICL Services
34, Sibirsky trakt, (Russia)
Kazan, 420029
Russian Federation