Tehnosila is going to implement the project of outsourcing in the retail chain stores

Optima Services began the project of IT outsourcing of technical support of Tehnosila retail network, the press service of the company reported on February 27, 2013.

To the project

According to terms of the contract, Optima Services more than 2.5 thousand users and about 40 thousand items of equipment of the customer in 97 shops of the customer located in 55 cities of the Russian Federation provide complex technical support. The project will come to the end in January, 2015.

Previously

Before contract signature with Optima Services the Tehnosila company used staff of own specialists for rendering services of service support of all shops of network. But with growth of the competition in the retail market home appliances need for economy of costs grew. Then the company management made the decision on need of cost reduction on exploitation of IT. One of the means allowing to achieve this goal is IT outsourcing of technical support.

The Tehnosila company held a competition on transfer of the IT specialists to the outsourcing company that would allow to cut down, first, direct expenses for IT personnel, and secondly, to save key IT specialists on places. Optima Services became the winner of this tender.

Project

"The main objective of this project — to make a smooth transfer of Tehnosila company on IT outsourcing model with cost efficiency of more than 15% of the current level of direct operating costs of the customer — the director of the department of work with key customers of Optima Services Oleg Suvorov noted. — Certainly, at the same time business processes of the customer should not suffer, and working conditions of employees should not worsen. In addition, an important condition of successful performance of the contract is constantly growing KPI index of level of service. The contract is separated into temporary stages, each of which meets own requirements to KPI. From a stage to a stage this indicator increases, setting a trend in development of the technical support of the customer transferred to us to outsourcing".

By February 27, 2013 the companies completed a transformation stage during which a transfer and integration of 55 IT specialists of Tehnosila network into structure of Optima Services are made, the planned regulations of interaction are used, areas of responsibility are distributed, criteria of SLA are verified.

The parties selected seven service directions within the contract, namely:

• complex support of the automated jobs;
• peripheral and office equipment;
• software and hardware complexes of storage systems;
• locally computer network;
• systems of telephony;
• business applications and means of collective work;
• support of a multimedia and video equipment;
• contract management with the third parties.

"In the coming months our company is going to implement a series of strategic actions for a number of the directions which will allow to strengthen its leader positions among universal retailers of home appliances and electronics — the head of department of information and technical support of retail chain stores Tehnosila Alexander Mazayev told. — Therefore for us it is very important to optimize constantly non-core activities, such as IT and to concentrate the attention and resources on achievement of business objectives. In this respect IT outsourcing is the most effective instrument of economy of internal resources of the company".