Softline provides technical support for Orac Decor infrastructure

2023: Comprehensive Infrastructure Technical Support

Softline On September 21, 2023, the GC announced that it was providing comprehensive technical support for the company's infrastructure. This Orac Decor service ensures uninterrupted operation and availability of all information resources, systems and services. The customer noted the high quality and safety of the service, the professionalism of the Softline team and the convenience of the technical support service () Service Desk of users, organized by engineers for a single entry point of requests. As a result, the client received a competence center for, outsourcing including a large number of certified experts in various areas. This allowed the company to ensure business continuity and reduce the cost of maintaining its own IT service.

Orac Decor was looking for a reliable partner to transfer the tasks of ensuring stable operation of equipment and the availability of critical services. IT There were few full-time specialists, which could affect SLA in the event of their vacations. ITSM The system was not used to process user requests, which also complicated the work of the IT department. As a result Russian , the branch of the company decided to follow the approach the European that the head office practiced and transfer to IT infrastructure the service of a third-party company. One of the main requirements for the partner was the presence of a high expertise of the technical support team and high. SLA

Since our client did not yet have experience in transferring IT tasks to the service company, we held two webinars with 80 Orac Decor employees. We told how the service will work, introduced the project team, answered all the questions of concern to the customer. This helped the client decide on the choice, clarify the points related to SLA. It is important to note that we develop SLAs individually for each client. On the Orac Decor site, in addition to all options for remote support, the regular work of our expert is also organized for the convenience of the client. It is also convenient that in order to interact with the foreign head office on IT issues, the client does not need to connect his specialists: communication takes place through our architect, - said Maxim Nevzorov, head of the system architecture department of the service and technical support department of Softline Group of Companies.

In addition to technical support of the IT infrastructure, Softline Group of Companies specialists have compiled a roadmap for the development and support of the IT infrastructure for the client - the company plans to solve the tasks of strengthening the fault tolerance of systems and services with the help of Softline Group of Companies by the end of the year both as part of technical support and as part of other projects.

Technical support from Softline Group of companies allowed us to close all IT needs and risks. All emerging issues and incidents, as well as user requests, are resolved immediately, through a single entry point - it is important for us that Softline specialists are available around the clock. Experts regularly prepare reports on the work done with detail by the type of applications received and completed, which makes the control transparent and understandable. Monitoring the current state of the infrastructure, the team immediately provides recommendations on the detected problems, while Service Desk maintenance is completely on the IT partner. Thus, we no longer need to think about where to find competent specialists in our staff and how to train them - the competencies of technical support engineers are very high: specialists annually increase the level of their qualifications in various areas. Trusting Softline Group of Companies technical support, we are guaranteed to get stable operation of the infrastructure, saving time and resources of the company. Outsourcing support, which has become absolutely safe with Softline, freed us from the question: "How to increase the availability of services and ensure business continuity?" Therefore, we plan to continue to cooperate with the Softline team in improving the fault tolerance of systems and infrastructure services, "said Karina Levina, CFO Russia Orac Decor.