Element-Trade - Retail Network Coin (SimpleOne ESM Service Business Process Automation Platform)

2022: Implementation of the SimpleOne ESM platform

On September 30, 2022, it became known that trade the network "" Coin chose the ESM platform SimpleOne as an alternative to the system. ServiceNow

As reported, the platform completely replaced the previous solution and became a single window to support all IT processes and processes for operating retail outlets. The migration project for 3 months was implemented by the integrator Media-tel LLC (Devoteam Group). The migration went unnoticed by users, since within the framework of the project, the interfaces and functionality of the platform were adapted to the established user experience of the client.

For several years, support for all internal IT processes of the Monetka retail network, as well as repair, store maintenance and equipment delivery were automated using the ServiceNow platform. The functionality of the system used suited the company, but the vendor involved in the development and support of the platform showed his intention to leave the Russian market, gradually reducing the coverage of his presence in the country.

In October 2021, Monetka decided to find a similar Russian-made platform, as the risk of the vendor's refusal of its contractual obligations to maintain the platform increased too much.

The main criteria for choosing a platform were:

• Russian development;
• Rapid migration in 3-5 months;
• Reducing system costs;
• Transfer and save all historical data for the last 3 years in the same format in which it was stored in the previous system;
• The ability to configure a user interface identical to the previous system;
• The possibility of further development of the system independently, with the help of the development skills already accumulated by the Monetka employees on the previous platform.

By analyzing enterprise solutions, SimpleOne has become the only platform that meets all the requirements both in terms of functionality and in terms of user experience.

In Monetka, we saw a target client interested in developing and increasing the maturity of their processes. With the SimpleOne platform tools, you can automate any business logic and thereby optimize case processing processes and reduce downtime, for example, when servicing stores or cash desks. told Sergey Chukanov, CEO of SimpleOne

The project started in December 2021 and ended in April 2022. The main implementation took 3 months. Initially, the project was supposed to be implemented in 3 stages. In practice, between the 2nd and 3rd stages of implementation, force majeure occurred: the ServiceNow platform abruptly stopped working, depriving Monetka specialists of access to the previous system. The client, together with the integrator and vendor, had to urgently, in just 2 days, commission the SimpleOne platform ahead of schedule. Thus, what was planned to be implemented within 2-3 weeks was done in 48 hours - settings and reference books were transferred, and Monetka specialists began working in the system.

{{quote 'author
= explained Vladimir Lyaleko, director of the IT services management center of Media-tel LLC|The system urgently went into operation at the moment when its functionality still had to be finalized. Now we rolled out all the results not on a demo, but on a productive stand, which already employs several thousand people. At this difficult moment, the SimpleOne platform demonstrated another feature - it allows you to roll updates and historical data without stopping the system, which makes it possible to minimize the negative effect of a sudden shutdown.}}

Based on the results of the implementation on the SimpleOne platform, an ESM system was built for the client, which acts as a single window to support all IT processes and automate the processes of operating buildings and stores, with functionality identical to that of the previously used software.

About 7,500 people work in the system - the same number as they worked in the previous system. The end user who works on the self-service portal does not see the difference, for him the system is identical to the previous one in terms of design and the entire user experience. For the performer, the system is not identical, but intuitive - the entire ideology of the previous solution was preserved and it was not necessary to retrain the performer. In the future, the customer plans to independently develop the system by adding modules to automate other processes.