M.Video-Eldorado (Digital Trajectory: Action Track (ATC))

2021: M.Video-Eldorado introduces business monitoring into customer order execution processes

M.Video-Eldorado and Digital Trajectory (ex Weigandt Consulting) have implemented Action Track business monitoring in customer order fulfillment processes.

Retailer faced the problem of failures and delays in execution IT logistic and processes, which led to the postponement of the delivery date for every 10th express delivery order. This reduced the redemption rate of orders and created negative feedback from customers.

Based on the results of the successful pilot of the Action Track product (ATC) in 2019, a business case was protected, following which M.Video-Eldorado invested in scaling the project and in covering business monitoring of online order execution processes with the delivery of two brands - M.Video and Eldorado.

As part of the implementation project, the PBX was integrated with the SAP ERP, SAP CRM, SAP TM master systems and the VeeRoute forwarding agent application and began to process events about changes in processes online. This made it possible to proactively identify anomalies and inform about them:

• IT teams - about incidents about documents not unloaded;
• Logistics service in all regions of the Russian Federation - about unplanned routes, delays in internal premises and non-loads in warehouses;
• Customer service - about orders that require communication with the customer and additional approval.

The implemented solution made it possible to reduce the number of cancellations of orders by 24% in 2022 due to reasons related to M.Video's processes, which had a positive effect on the redemption metric, which increased by 4 percentage points for orders with delivery. The economic effect in the form of revenue growth for 2022 amounted to 108.5 million rubles.

'Strategically, the ATC has proven capable of providing valuable information in a complex business process. ATC allowed us to significantly increase the accuracy of delivery of customer orders and achieve significant, tangible business advantages, "- said the pilot Sergei Sergeyev, ex CIO M.Video.

"For several years now, PBX monitoring has been processing more than a million events daily, highlighting deviations and malfunctions in order execution processes to the responsible teams of M.Video-Eldorado. Customer feedback has allowed our team to develop a number of useful functionality and improve the user interface of the PBX product. At the moment, we have a roadmap for the development of the product until 2025, "said Dmitry Vaganov, head of Digital Trajectory.