With the development of business, the retailer has a need to automate IT processes at a new level, and at the same time increase the profitability of the business. At the time of the start of the project, the company used a self-writing system, which did not meet the requirements of the IT service and business, since it was an accounting tool, not an automation system.
Increasing the profitability of the business of the largest Ukrainian retailer “Sumatra-LTD” (network of stores “Cosmo”) by automating IT management processes using the NaumenServiceDesk information system.
VERNA specialists offered a solution for automation of IT management processes — NaumenServiceDesk.
One of the main tasks of the project was to ensure a smooth transition to a new automation tool with the implementation in the new system of the function of accounting for the time and quality of work of employees, as well as the associated motivation scheme. This, in particular, put serious demands on the system's report generator. The second important task was the need to create a single regulation and format for the support of office users and employees of outlets, the lack of which at the time of the start of the project was manifested in the heterogeneity of support procedures.
The project was carried out by specialists of the companies NAUMEN and VERNA in a fairly short time: from the moment of the initial survey to the launch of the system into experimental operation, the executors had about 45 days. NAUMEN together with a partner conducted a survey of the customer's situation and assisted in the development of the main documents for the project. At the start-up phase, in experimental operation, the supplier trained the customer's specialists in working with the system, as well as provided consulting assistance.
In addition to the implementation of standard tasks for organizing a single ServiceDesk service, which now provides support for office and point of sale employees, the project automates incident management processes, service requests, access requests and changes in internal corporate resources. In addition, Naumen Service Desk implemented a process for automating internal regulatory work and interaction with external suppliers. The system is also used for internal control at the IT level, assignments and tasks.
We are completely satisfied with the results of the project.
The fears associated with the migration to the new system in terms of obtaining reporting and the motivation system proved to be in vain, since the process of accounting for time and quality of work managed to be implemented in full, and already at the stage of experimental operation to abandon the old system.
An important result of the project is also the formalization of all processes for both categories of users — for office employees and retail outlets.
Igor Gimelfarb
Head of IT Department
Company “Sumatra-LTD” — the largest Ukrainian retailer, which owns a network of stores and pharmacies “Cosmo” in 13 regions of Ukraine.
The Cosmo network includes 125 retail outlets offering about 18,000 items of beauty and health products of various price categories. The company employs more than 1300 people, of which 500 are office employees, more than 40 people are IT service specialists.
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