X5 Group (IT Outsourcing Projects)

The collaboration with X5 Group began in 2008 with the restoration of laser cartridges. The client used mainly refueling and resorted to incident repair work on printing equipment, which led to a stop in printing and interfered with the uninterrupted operation of retail facilities.

In 2015, X5 Group in the Northwestern Federal District began to introduce print outsourcing - the service allows for uninterrupted operation of printing equipment. GC Clever bros. took an active part in the new project, and in 2016 the press outsourcing service was extended to the whole of Russia.

Therefore, when in 2017 the customer held a competition for servicing the IT infrastructure, in the Clever bros Group of Companies. already knew all the SLAs and features of working with the retailer. However, it was not possible to become the winner of the auction: the company took second place in price. It took X5 Group more than six months to assess the quality of service from the "winner" in the auction. The main requirement of X5 Group is strict compliance with SLA and timely processing of all incidents.

It is due to the large number of SLA violations, unsatisfactory quality of services, a number of critical incidents that the customer is ready to terminate the contract. And for this reason, in June 2017, X5 Group decided to change the contractor. So the new contract was concluded with the Cleverbros Group of Companies.

The terms of entry into the contract amounted to less than one week. During this period, a pool of partners was formed to work out applications on the ground, the necessary partnership agreements were signed, a replacement fund of equipment, components and consumables was formed.

As of 2022, Cleverbros Group provides a full cycle of work on servicing the IT infrastructure of Kh5 Group, including opening stores (commissioning, laying structured cable systems (SCS); configuration, connection and maintenance of computer, weighing and cash register equipment, video surveillance systems, AWS; outsourcing of print on a digging basis.

For 4 years of cooperation, our engineers and specialists of service partners have studied the specifics of the customer and cope with daily tasks "perfectly." The response time within the SLA is short - from 45 minutes. Thanks to qualifications, well-functioning business processes, prompt response is always able to quickly find solutions to incidents.

The total number of deviations from the SLA is currently less than 1%.

Cleverbros GC., thanks to the high SLA indicators, plans to expand the number of facilities in operation throughout Russia. For example, in May 2022, a competition was won for servicing the IT infrastructure for Karusel stores in 10 cities in Central Russia and the Urals.