Auchan Russia (ICL Services)

About the Customer

Auchan is the French network of hypermarkets provided in Russia since 2002.

Today under the brand Auchan in Russia 86 shops are opened: 55 classical hypermarkets, 24 hypermarkets of a format Auchan of City and 6 hypermarkets "Our Rainbow". In the company more than 35,000 people work.

"For the purpose of optimization of service on a self-service zone support and maintenance in shops the decision on replacement of the current service provider was made. For all shops with sectors of self-service across Russia the reliable provider with the high level of SLA whom we found in ICL Services", - Valentin Martynov, CSPB Group Manager IT Auchan Russia was required for us.

Project Task:

• Migration of shops of the customer with a self-service zone on new model of service with a transparent management structure services and price model with the basic price "for the device".

The provided services

• Desk service
• Services in repair of the equipment of the line of self-service
• Complex monitoring of IT infrastructure
• Pro-active measures of prevention of failures in shops at the expense of the permanent analysis of statistics of incidents and data of monitoring of the different IT infrastructures levels of shops.

Products and technologies

• OTRS
• Alfresco Knowledge Base
• ITIL, Prince2
• Ashwin monitoring

Requirements to the provided service:

• Regional covering: Russia
• Working hours: 24/7/365;
• Supported languages: Russian;
• The number of the supported devices: 1422 **

Solution

1. the careful research of needs of the Customer Is conducted
2. the detailed description of service Is developed, the optimal service model with a transparent management structure of service is designed
3. the pricing model, convenient for the Customer, with the basic price "for the device" Is developed
4. warehouses of component parts, supplies, substitution fund ICL for all geography of presence of the Customer Are filled up
5. migration of shops of the customer on new model of complex service of zones of self-service in 21 shops of the Customer in 15 regions of the Russian Federation with the general number of devices 1422(1) Is designed, planned and implemented.

Results

1. At triple increase in number of the supported devices for the first year of service, average SLA for the period made 97.2%
2. a number of the constructive improvements which allowed to reduce twice the number of incidents on a hardware platform of the line of self-service Is implemented
3. the reporting complex allowing in different foreshortenings including in real time to control efficiency of service, its financial performance and also to select Is implemented and to react timely to trends in service statistics.

As of July 1, 2015