LC Waikiki Store Support
LC Waikiki Stores On-site System Support, Maintenance and Repair Services
Data Market and D724 Information Services.
LC Waikiki, which started its brand journey in France in 1985, has been continuing as a Turkish brand under the roof of LC Waikiki Mağazacılık Hizmetleri Ticaret A.Ş. since 1997. With the philosophy of “Everyone’s Right to Dress Well”, LC Waikiki offers quality products at affordable prices in 505 stores in 23 countries, allowing its customers to enjoy accessible fashion. LC Waikiki aims to “become one of the three most successful clothing retailers in Europe by 2023” with its overseas investments, the first step of which was taken in Romania in 2009.
With this project, it is aimed to improve the support process by receiving service within the SLA determined for each critical IT hardware for LC Waikiki stores in Turkey, to reduce downtime according to the commitments that the supplier can also make, and even to be proactive with annual preventive maintenance.
One of the priorities was to increase customer satisfaction by improving service quality by providing on-site service rather than support from a single center.
When device replacement needs arose due to problems, requests were met from the center and cargo delivery times were expected. The return of the problematic devices in the store to the center was monitored, and the devices coming from the store were sent to the services and their repair processes were followed. On weekends and public holidays, products could not be released from the center.
Acceptable and feasible intervention and solution periods should have been determined by province. Especially on the busiest days and at the busiest times. Hardware and operating system problems had to be solved between 10:00-22:00, including weekends and public holidays.LC Waikiki conducted a detailed analysis study for solutions that would enable it to achieve its desired goals. By receiving “On-site System Support, Maintenance and Repair Services” support from Data Market and D724, all needs were met.
Solution
- With the increasing number of stores opening in different locations, it became necessary to improve support processes.
- It was very important to be proactive by outsourcing for cost advantage, increasing manageability, continuity and follow-up processes.
- The solution was implemented with Data market and D724. Professional and solution-oriented approach in the selection of the solution partner, quality-oriented, successful work in the retail sector, determination,
It was important that LC Waikiki was one of the companies we worked with in different IT areas before the solution.
Benefits
- Since there is no need to send the device back and forth to the central store, the device's time on the road has been eliminated. The backups of the hardware that no longer needed warehouse product shipments were embezzled to the data market so that they could be delivered to the stores at the SLAs determined by the data market.
- In remote interventions, time losses due to lack of access to the store or limited intervention were prevented.
- Hardware repairs and warranties are entirely carried out and monitored by data market and d724.
- With the effective use of time, more work can be done in less time. Projects can be continued more effectively.
- Preventive maintenance and repairs can be performed on the IT equipment included in the contract twice a year, especially before busy periods such as holidays, and it is aimed to minimize problems that may disrupt IT and store business processes and directly or indirectly affect store operations.
- With Data Market, support activities carried out with D724 can be reported. (province, store, device category, time, user who opened the call, etc.)
- There has been a significant reduction in the processes such as recording and archiving of invoices issued by IT hardware repair and cargo companies.
- The process steps related to the calls opened to Data Market and D724 can be followed by the IT team. In case of need, the store can be informed about the stage of the support request. (such as the work has been terminated or the service is on its way)
- With the elimination of cargo processes for the equipment within the scope of the contract, cargo-related risks (loss, non-delivery) have been minimized.
- By identifying hardware that has completed its service life cycle or has expired, devices can be used more efficiently and the upgrade process can be continued more effectively.
- Cost advantage has been achieved.