MTS Web Services has implemented a solution for managing cases and incidents at Auchan

2025: Implementation of MWS Tables

Erion (unites the non-telecom assets of MTS PJSC), a digital ecosystem, announced on January 22, 2026 that its subsidiary MTS Web Services had completed the introduction of the MWS Tables teamwork service (part of the Russian software register) for a single hotline at AUCHAN. The project covers the entire cycle of processing calls: from receiving messages to their final closure.

The basic capabilities of MWS Tables were adapted together with the customer for real working scenarios. The final solution includes a custom form for receiving requests, works in several languages ​ ​ and supports different scenarios for submitting information - including completely anonymous ones. For such requests, a separate secure chat has been created, where the applicant can communicate without disclosing personal data.

MWS Tables supports flexible routing to case categories. After the case is registered, it is automatically sent to the responsible department. As of January 2026, different categories of users work in the system - administrators and block managers. Special attention was paid to the transparency of communications: the built-in chat allows AUCHAN employees to correspond with the applicant and among themselves, recording all actions in the change log.

It took less than three months to deploy and adapt the MWS Tables platform on the customer's infrastructure. The on-premises model provided complete control over data and the ability to increase the number of licenses without additional reconfiguration.

We appreciate the trust of AUCHAN and are glad that we were able to offer a solution that takes into account the specifics of their processes. Now the customer has a single space for working with appeals and a base for expanding functionality. We expect to continue cooperation in the framework of new projects, "Philip Germ commented on CPO MWS Tables.

We were looking for a tool that would allow us to adapt the process to our requirements, and not adapt to boxed functionality. The MWS Tables solution gave us the following opportunity: flexible configuration, convenient interface and transparency of communications significantly simplified the work of the team, - said Eva Agabekova, head of personal data management.