The ECCO Company has completed a new project devoted to the divisions
shifting for OMNITRACKER software developed by the German specialists of
OMNINET. The originality of the project is in the transfer of non-IT service
divisions to the automated service system with clearly stated mechanisms of SLA and control of registration and execution of the
requests. The key-role in
decision-making regarding this project played the fact of the previous
successful implementation of OMNITRACKER in IT management department which had
allowed creating high-quality and effective system IT-support. The major advantage
of the project is the possibility for strict recourse planning and quality
control monitoring in terms of service divisions functionality. The project investment was limited by extra-license
purchasing; the implementation period has lasted for 1 month and was performed
by internal specialists without any support of external consultants.
Before the implementation of OMNITRACKER platform
none of the ECCO service divisions had any formalized management system.
Operation processes were based mainly on e-mails, phonecalls, Excel and
paperworks and for that reason the calculation of the service cost, quality and
speed monitoring of service division were technically impossible to perform.
The project implied that the new IT –platform
would remove the organizational flaws same as it had been done earlier in
regards of the technical support services of IT ECCO.
It is worth mentioning that the major functional
of service divisions typical for a large retailer consists of the incidents of
technological processes in the retailer network. It includes work-time adjustments, correcting of
mistakenly performed returns, period opening
for performing of mistakenly non-performed revaluations or incorrectly
indicated ways of payment, correcting any mistakes regarding the loyalty cards,
customer claims processing, any incidents connected with stores’ technological
infrastructure workflow, any requests for inventory support to the maintenance
department. The incidents requesting the
technical support of the IT department was the major focus of the project.
The project started with process
description of the service divisions done by means of studying the existing
normative materials, regulating the current operations of the service division
and interviewing the process owners.
There was created a list of directions on the
service divisions, which were supposed to shift for the new workflow scheme based
on the new platform, which is the incident management with predefined standard
operations order based on the developed standards, demanding the typical and
standard work order.
Each
of the directions was given a specific order of the request processing in the
new system and SLA , there also was created a
business-process map. All of those made the basis of the new joint regulations
of the service performance approved by all the participants of the modified
processes. Then all the described in the regulations processes were realized in
OMNITRACKER system. After the service work specialists training in the system
operating and maintaining the user instructions, the service divisions were
transferred to OMNITRACKER. Development
of all the stages of the project took less than three months. The functional
equipment did not require any replacements and all the necessary modifications
in the system for the workflow of all the service divisions were done by one
IT-specialist of the company.
Apart the technical side of the project a
lot of attention was given to the implementation of organizational-management
approach which includes such notions as systematization and description of the
service processes, regulation of the services, new standards and SLA implementation for each division, transition of the
service personnel workflow to the new workframe schemes, personnel training and
modification of roles.
As a result the company has obtained a
number of significant improvements in the divisions workflow such as increase
of the speed and quality of the incident processing. The new system has allowed
to connect service staff operations with KPI used for motivation calculations
and to develop a transparent estimation for the necessary division resources
which lead to the staff optimization. Important is the opportunity for incident
number growth or decrease analysis performed in various directions, stores,
regions and departments in order to work out fair management and system
decisions. Apart all that the paperwork volume has dramatically decreased altogether
with the time needed for the request processing. And, after all the customers’ loyalty
level has gone up in general and this is one of the key success indicators in
the retailers’ business.
«Creating OMNITRACKER we reckoned that our product
would become a universal tool bringing positive changes into the various
service systems not limited by the area of informational technologies only. Our
principles are based on understanding of the common logic of business-process
interactions, that is why OMNITRACLER can serve as a basis for building-up a
variety of service systems,» - comments Michael
Dobner CEO, OMNINET Russia and CIS.
«Adaptation of the best technology
practices of the IT into the business-processes of the company is a bright example of how IT-service can and
should be not only a service but as a minimum an optimization for the whole
business division. OMNITRACKER system
previously existing only for the technical support services of the
IT-department which, within several years has gained the reputation of a
reliable and thoughtfully developed by the vendor platform has allowed us to
use it as a base for building the workflow of all our service divisions with
minimum cost and timing, and it has made the business of our company even more
optimized and feasible », - comments Sergey
Prokhorov, CIO ECCO Russia.
OMNINET (www.omninet.ru) is
a Russian subsidiary of the leading provider of software solutions for
automated IT services based on the recommendations of ITIL in Europe. The
company was founded in 1993 in Germany ;
it has offices in Vienna , Brussels ,
the Hague and Bern Russia
ECCO is a Danish shoe company established
in 1963. It is an
international business with factory in Portugal, Indonesia, Thailand, Holland,
Slovakia and China, it has 822 stores located in 97 countries. In
2008 there were 13117 million pairs of shoes produced at ECCO factories. The first in the CIS ECCO new concept
Utility Plus ECCO store was open in Almaty in December 2012. The main
recognition of the brand in Russia was the title “People’s Favourite Brand” in
“Shoes” category.
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