Retail

New Service Model for Customer’s Stores with Self-Service Checkouts

«To optimize maintenance and support of self-service checkouts in stores, it was decided to replace the current service provider.
We needed a reliable service provider with high SLA to support all our stores with self-service checkouts in Russia. We were delighted to find ICL Services,» said Valentin Martynov, CSPB Group Manager, IT Auchan Russia.

Tasks

  1. Transition of customer’s stores with self-service checkouts to a new service model with transparent service management structure and per unit pricing model.

Solution

1. A detailed study of customer needs was conducted;
2. The service was thoroughly described, an optimal service model with transparent service management structure was designed;
3. A convenient pricing model with a «per unit» base price was developed for the customer;
4. Components and supplies from ICL replacement fund were restocked across all customer’s locations;
5. Transition of customer’s stores to a new model of integrated support service for self-service checkouts was designed, planned and implemented in 24 stores across 15 regions of the Russian Federation covering 1531 devices (as of July 1, 2015).

6. Requirements to the service provided:
  • Regional coverage: Russia
  • Operating hours: 24/7/365
  • Supported languages: Russian
  • Number of supported devices: 1531 (as of July 1, 2015)

Result

• In the first year of service, there was a threefold increase in the number of supported devices, the average SLA for the period amounted to 97.2%;
• A number of improvements were implemented making it possible to cut in half the number of hardware-related incidents for self-service checkouts;
• A reporting system was introduced that allows controlling service efficiency and financial performance from different perspectives (including in real time), and makes it possible to identify and promptly respond to service statistics trends.

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