M.Video-Eldorado Optimizes IT Support Management with Process Mining Technology

2021: Implementation of Process Mining Business Process Optimization Solution

PJSC "M.video" (Group) M.Video-Eldorado , working in the field electronic commerce and retail, and trade electronics and appliances Ramax Group implemented a solution for analysis and optimization based on business processes technology. As Process Mining a result, the pilot's processing time IT Service Management for some applications was reduced by an order of magnitude, and the compliance level increased to SLA 97%, M.video reported on June 2, 2021.

The large-scale transformation of the Group and the transition to the OneRetail technology platform, combining online and offline sales channels into a single space, imply a deep level of digitalization of the retailer's customer service and internal processes. In this regard, M.Video-Eldorado increases technological expertise in the field of development, analysis and automates operations to increase their efficiency and speed. One of the tools to optimize business processes was the Celonis Process Mining solution, implemented in partnership with the Ramax Group. It creates maps of real processes based on data from information systems, allows you to analyze "problem" areas and take measures to eliminate them. Technology has been successfully tested in IT support processes. As of June 2, more than 10 showcases have been implemented to analyze incident management and service requests. In the perimeter of the analysis - about 2.5 million chains (30 million events) per year.

Ramax experts focused on designing a business model and creating a system. analysts The developed model is based on the initial information obtained from the databases ITSM system. Axios Assyst The online environment Celonis has replaced more than 70% of process reports, including reporting in. SAP BO Data Regularly updated, which allows you to track changes in key KPI attributes in the section of about 200 attributes and respond to deviations in close-to-real-time mode. First of all, this made it possible to optimize costs and reduce the time for generating reports, and second - to significantly improve the quality of analytics and data transparency.

In addition, the process model combines all types of support, including incidents and service requests. Nested sub-processes include "Reconciliations" and "Tasks" in event chains. In addition to the measurements and measures obtained from the source database, the model was enriched with calculated indicators, such as incident processing time, calculated based on the calendar of working days and work hour ranges for a particular SLA.

The introduction of process analytics gave us the tool to most effectively manage ITSM operations. Since the introduction of Celonis, the processing time for critical systems has decreased in some cases by 90%, and the "SLA compliance" indicator has increased from 90 to 97%. This solution allows you to improve processes, respond to any deviations in a timely manner and quickly eliminate them. This year, with the help of Process Mining, other processes will also be analyzed and optimized, for example, "Installation of equipment" and "Execution of the customer order," said Dmitry Emelyanov, head of IT services management M.Video-Eldorado.

Process Mining storage is used to reduce the operational database load. Thanks to this, the project team was able to achieve the required (in our case, hourly) speed of update. In addition, built dashboards help to find weaknesses in processes that have previously been neglected. Celonis also allows you to quickly identify and start work on applications with long-term processing and lost applications. In addition to metrics for assessing the "health" of the process, the introduced system makes it possible to use reporting to analyze the work of employees: compare their performance, assess the load on the group and optimize work within the department, "said Roman Anyutin, head of the Process Mining expertise center of Ramax Group of Companies.