Online HelpDesk for Retailers
Written by zhangyuan January 23, 2008 10:31
Retailers facing hardware and software problems anywhere in the world can now find their answers and solutions on line via ServiceNet(TM), a new online, HelpDesk offered by ICL's Retail Systems Division, based in Dallas.
The new offering, announced today at the 88th annual National Retail Federation Convention and Expo in New York, gives retailers real-time access to qualified technology experts, immediate parts delivery and service, and comprehensive management reports that track ICL's service performance. The service is already available to several of ICL's existing retail customers. ServiceNet is accessed via a secured, password-protected Web site.
"ServiceNet is a quick, convenient, reliable and secure method for retailers to get answers and solutions to all of their technology problems," said Doug Wallace, director of marketing for ICL's managed services group. "We eliminate the expense and frustration retail personnel face when calling for technology help. What typically takes several minutes to resolve now takes just seconds." Industrywide, the average phone call between a company and a service center is approximately five minutes, with hold times being two minutes or more, he said.
"With ServiceNet, we can open and track calls in less than 30 seconds," said Dan Fasulo, Hannaford Bros. Co. support center manager. "Over the phone, it would take us at least two or three minutes. Plus, we have a way to determine service status immediately. It's an excellent service."
A key feature of ServiceNet is its online tracking capabilities. Retailers who participate in other ICL initiatives can use ServiceNet for real-time status checks on technology problems, solutions and service performance.
"We give the retailer an immediate response and then provide an electronic forum for the retailer to check the status of the inquiry as often as he or she would like," said Wallace. "We have opened our systems to customers to demonstrate our commitment to superior service. Customers can view and download a variety of statistics that reveal our ability to serve them. It's powerful data for the customer."
The power rests in the specificity of the information, Wallace said. Customers can view and access such insights as:
-- completion time
-- response time
-- repair time
-- number of visits
-- work orders by individual store, contact name, contact address
-- work orders by status, such as open, closed and invoiced
-- work orders by request type, such as "need service" and
"installation"
-- work order history, including descriptions, actions and
resolutions
-- month-by-month, 90-day rolling average or year-to-date Key
Services Measures, such as response time and completion time
Retailers interested in learning more about ServiceNet may contact Doug Wallace at 972/716-3753.
About Hannaford Bros. Co.
Hannaford Bros. Co. owns 150 supermarkets in North and South Carolina, Virginia, Maine, New Hampshire, Vermont, New York, and Massachusetts, and operates under the names of Shop 'n Save and Hannaford Food and Drug Superstores. Its store formats include combination stores, conventional supermarkets and warehouse stores with an average store size of 49,000 square feet.
About ICL
ICL is a leading supplier of IT systems and services. Operating in over 70 countries and employing over 19,000 people, the company's revenues for 1997 were more than $4 billion, generating a pre-tax profit of approximately $54 million. The company implements IT systems for major projects and provides innovative services to a range of industries covering among others, retail, finance, travel, telecommunications and utilities together with education, local and central government sectors. Its services include outsourcing, helpdesks, network services, inter/intranets, electronic commerce, interactive kiosks, smart card systems, digital cities and Web sites.
About ICL's Retail Systems Division
ICL's Retail Systems Division is based in Dallas, employs 2,000 people worldwide and has annual revenues of approximately $800 million. It is dedicated to serving the retail industry through the creation of effective IT solutions and services. It is one of the world's largest suppliers of information systems and solutions to retailers with such offerings as GlobalSTORE(TM) (scalable, open retail systems), InteractiveRetailing(TM) ("anywhere shopping" applications and Web-based technologies for retailers) and Corema(TM) (customer-focused marketing efforts such as loyalty programs and customer segmentation).