Support and Maintenance Service Area of Auchan

Kazan, Russian Federation, October 22, 2015 (Newswire.com) - 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