Danon Russia and FTO have expanded their support service

2022: Support Service Expansion

In May 2022, the company Danone Russia expanded its support service and transferred SLA a large amount of internal services to support the model. Danone has been Russia in use IT services FTO for more than 10 years. During the cooperation, 8 projects were implemented. The FTO company announced this on November 18, 2022.

The extended support service SLA includes:

• request processing center,
• supporting the second line, in particular integration with FGIS Mercury,
• support of the sales team application ecosystem,
• EDI exchanges and many other services.

After the first three months of work, a survey of service satisfaction was conducted. It showed that more than 90% of users are satisfied with the support. For parameters such as "response speed to a call" and "politeness," 100% of positive answers were received. The results allow us to confidently say that the service model has both a business case and value for end users.

The transition to the service model took place, the results of the first few months are excellent, the goals set have been achieved. The first line of support service provided by Danon by FTO is an important part in the service structure of our users. Suffice it to say that the FTO closes up to a quarter of all requests, keeping the quality of service at 98%, which indicates the high professionalism of employees and the effectiveness of management methods. We plan to further develop the service both towards expanding the set of services and towards improving efficiency, "commented Alexey Polishchuk, Head of IT Danone CIS, on the results of support.

The idea of ​ ​ expanding support in the service model has been discussed for a long time. We are very glad that we managed to prove all the advantages to the customer. For us, SLA support is a strategic business area. It fully reveals the added value that a professional service company brings to its client, "said Dmitry Malygin, managing partner of the FTO.

2012

The leader of the dairy market, Russia Danone-Unimilk, in 2012 transferred its information systems to the FTO for support.

So, since April 2012, FTO has supported the Microsoft Dynamics AX system, deployed at more than 25 trading branches of the company. In June, the Q4T and Lineacom systems, which support the sales process, were transferred for 24 * 7 support. And in July, the FTO took over the administration of rights in the SAP system, which is being deployed in the combined company.

Also, FTO is involved in the development of 1C systems that are used for production accounting.

Danone-Unimilk and FTO plan to develop further cooperation in outsourcing IT operations.