M.Video and Croc implemented the self-training assistant on the first line of technical support

2019: Implementation of the chat-bot for control of work of the first line of technical support

On February 4, 2019 the company "M.Video" reported that it in partnership with system integrator Croc implemented on January 22, 2019 the self-training assistant for control and optimization of work of the first line of technical support of staff of shops and office. Robot is able to recognize text messages, to understand a request essence, to classify and define responsible and also to check quality of work of experts on outsourcing. Technologies artificial intelligence machine learning will also allow to increase quality of the IT help and can cut down annual expenses retailer on technical support on average for 10 million rubles.

The M of Video Eldorado group for February, 2019 manages more than 850 shops across all Russia. Daily about 2000 requests from the staff of office, shops and warehouses of Group come to the technical support service organized on the party of the outsourcing company. The implemented robot "reads" the address, even written with typos, and defines as far as the employee of technical support correctly classified it and appointed the correct actions.

Traditionally main communication option between employees and IT in the company are calls or mail, but it is not always an optimal and fast way. We actively develop internal digital services and mobile technologies – only the operational solution of all questions can guarantee the high level of service for clients inside. Automation of internal and external processes is the priority direction of development of IT in the M of Video Eldorado Group. The artificial intelligence and machine learning already help us to increase operational efficiency in logistics and HR and also to attract additional the Internet. Igor Tyutrin, the Head of Department on infrastructure and transactions of the M of Video Eldorado Group

The artificial intelligence quickly studies in processing of a large number of requests and will be able independently to give to specialists a guide to action further. Moreover, the bot communicates with users of a client chat in Viber. In he is mute registers and cancels requests in technical support and the status, completion dates or contact of the responsible person gives up-to-date information on earlier created address, for example. If it is necessary to find article from the knowledge base, the chat-bot will provide the necessary material. Also for review access to corporate resources, issue of the additional hardware and providing powers to the head there is enough couple of clicks in the messenger – the chat-bot will at once direct the request for the contractor. This implementation considerably reduces load of specialists of Service Desk and increases service quality of internal clients.

On a test stage the robot processed up to 30% of text requests. Further, at the expense of self-training algorithms, he will undertake processing more than a half of electronic requests in a technical support service. The uniform standard of requests will increase quality and will accelerate accomplishment process. In the short term we are going to add the solution of processing of the requests arriving by phone. Felix Skvortsov, head "Management of IT Processes and Infrastructure" of CROC

2018: Implementing solution VMware AirWatch

On March 16, 2018 M.Video company in partnership with CROC system integrator announced the implementing solution VMware AirWatch for remote control and control of mobile devices of sellers.

The solution VMware AirWatch allows to visualize smartphones and other devices with which sellers, using the single interface work. As soon as the application version for work of the seller with the client is ready to installation, the VMware AirWatch service starts and controls software updating on all gadgets. Process of updating of 2,000 tablets takes place in more than 200 shops almost in one step, much increasing the speed of implementation of changes.

A system collects statistics about the course of deployment of updates and an application tuning and also fixes the facts and the reasons of failures that allows to react and debug quickly. Remote setup and control of mobile devices are performed at the high level of information security. VMware AirWatch uses the data storage methods preventing their theft. And if the device was lost, stolen or ceased to contact the server, the corporate application together with all data will be automatically deleted at the first access to the network.

"In 2017 we began process of a didzhitalization of retail – supplied sellers with mobile devices with "smart" software for the better personalized service in a trading floor. As a result, buyers become more loyal that affects sales. Therefore to us it is important that projects in which our mobile employees are involved developed quickly and were adaptive to development and improvement. The implemented VMware AirWatch system allows not only to accelerate significantly business processes, but also to provide the high level of information security". Sergey Sergeyev, CIO of M.Video

Specialists of CROC company together with IT department of M.Video maintain operability of a system. Experts of the retailer are responsible for the first and second line of technical support, CROC – behind a third. The implementation project and solution integration based on VMware AirWatch in the existing IT infrastructure of M.Video took one and a half months.

M.Video in 2017 within the Real Time Dealing project transferred sellers more than 200 shops across all Russia to work with mobile devices. According to the company, the pilot project in 30 shops proved efficiency of mobile technologies – on average sales grew to 5%, in some points the difference reached two-digit indicators, the number of regular customers in these shops grew by 30%.

2015: Integration of ITSM and IDM

The M.Video company accelerated a number of business processes and increased efficiency of technical support service, having automated issue to employees of access rights to corporate resources. The project is implemented at the central office "M.Video" by CROC and Aydiem Lab companies and assumes expansion of functionality at the subsequent stages of the project.

At the central office "M.Video" about 1000 employees, including management and logistic department work. Repeated reduction of time of issue of access rights to corporate resources and also increase in control of personnel powers was a main goal of the project. Instead of several administrators, responsible for process, issue of access rights is performed now by service which cornerstone integration already implemented in M.Video ITSM solutions assyst from is Axios Systems and IdM FIM 2010 Identity Management System Microsoft (from) the Procedure takes about 10 minutes regardless of day and time of day.

"Integration of ITSM and IDM systems reduces time of execution of the user requests, allows to control access for employees to information resources of the company. Besides the efficiency of the conclusion of partnership agreements, creation of forecasts, input of new employees in workflow depends on the speed of obtaining access rights to the network folder or the corporate application. We are going to develop further the project according to the best practices of ITIL together with CROC and Aydiem Lab", - Sergey Sergeyev, the Head of Department of information systems and TO of M.Video company shares.

By the fall of 2015 the first stage of the project is completed. On its termination processes of creation of accounts of new employees, blocking of the rights at dismissal, inclusion of users in groups of mailing, providing access rights to network folders and wi-fi of network of the company are automated. Scenarios of work of service registered CROC (on the party of the assyst application) together with Aydiem Lab (on the party of the FIM application) based on audit of IT processes of the customer.

Development of the new tool was performed by specialists of CROC and together with implementation took only 4 months. At the final stage of the project integration of service into key business applications of M.Video is planned (ERP CRM logistics system).

"The project is sign for the domestic market. At implementation of ITSM solutions customers, as a rule, concentrate on basic processes of ITIL, quite often forgetting about access control. Colleagues from M.Video went further and thought of integration of a management system for the identification information and ITSM. I think, over time projects of this sort will be more and more", - Georgy Ovanesyan, the head "Management of IT Processes and Infrastructure" of CROC company comments.