CORUS Consulting automated processes of service divisions in retail network "YES!"

On May 28, 2018 the CORUS Consulting company announced implementation of the cloud automation system of business processes of bpm'online in retail network "YES!". 70 shops of the retailer in four Russian regions work with the solution Terrasoft.

Shop of retail chain stores of DA! Photo: region40.info

Prerequisites of the Project

In spite of the fact that the retailer already used a system for automation of a support service of own information systems, the existing solution had limited functionality and did not keep in contact with outlets. Also there was no uniform portal for registration of requests, there was no integral business process model on the organization of a support service. Besides, in plans of the company there was a systematization of request processing in all service divisions of the company. With respect thereto the decision to create an information system, uniform for all company, for business process automation of service Service Desk was made.

Project Progress

For project implementation at the choice and system implementation CORUS Consulting Group was selected. As the IT platform for automation of customer services in Juice of Market specialists of Corus Consulting offered the cloud version of the bpm'online service system. The selected solution is suitable for the organization of service of internal business divisions of the large organizations taking into account the recommendations of ITIL and meets the requirements of 24/7 availability.

Project Results

The platform integrated with telephony, postal service and the Active Directory system not only became a single window for interaction of staff of retailer with IT service, but also allowed to automate management of requests on operation of shops and to considerably lower load of the staff of service of operation on coordination of contractors at accomplishment of requests of shops.

Implementation of bpm'online service allowed area managers to accelerate and simplify control of activity of contractors, and to shops — to involve contractors to the solution of the tasks several times quicker. In particular, thanks to the automated management of contract organizations, commercial offers from partners are confirmed by the employee Juice of Market in a system in one click. If service price does not exceed the limit stipulated in advance, the request at once comes to work to the contractor that significantly reduces risk of idle time of business because of long approvals.

"The implemented system regulates and accelerates processes of interaction of employees with internal services of the company and with external contractors. In addition to IT services, in a system processes for request processing on services of department of operation of shops were also implemented. In the next plans — start of the module of the predictive analysis which using mechanisms of machine learning will allow to automate classification of requests and it is essential to lower load of the first support line and also connection to this system of department of personnel and accounting. The implemented platform laid the good foundation for systematization and improvement of quality of work of service divisions of the company". Nikita Solovyov, Chief information officer Juice of Market