CTB (Halva pedestals) (FSM Projectile Field Maintenance and Repair Management)

2020: Using the Projectile System

ICL Services engineers have begun servicing Halva post offices since May 2020. Delivery of mail messages is provided by the customer, and ICL Services engineers mount them, install software, connect service and user cells and fix problems as they occur.

To restore the serviceability of the mail and the availability of services for Halva's customers, ICL Services engineers throughout Russia go to the location and solve problems that affect the operability of the equipment.

All applications from the customer are recorded in the Projectile system, most of them are resolved less than 8 hours from the moment of circulation. The engineer on the spot evaluates the situation and solves the problem if possible - restores the power, communication channel, reboot the mail. If the engineer needs advice to solve more complex tasks, he or she calls the internal ICL Services - TAC (Technical Assistance Center), which includes high-level engineers. When contacting TAC, visiting engineers receive timely and high-quality assistance in solving complex problems.

In addition to incident resolution, the Pochtomat Support Service includes regular scheduled preventive work, the execution of which reduces the number of equipment failures.

During the six months of work, ICL Services engineers installed more than 900 postmats in more than 75 cities, monthly specialists leave for several hundred applications. The quality of the service provided is under the control of the project management team, the actual SLA level is 98%, which corresponds to the agreement between ICL Services and the Customer.

Customer postmats serve more than 200 engineers throughout. to the country Owner has direct access to statistical to data design (number of equipment failures, number of departures, reports of works performed, SLA level). "