Kodak Alaris


Reduced costs thanks to full managed services for kiosk systems in Europe


Our client

Kodak Alaris is a global supplier of document imaging productions and solutions, including instant print, film and photo paper systems. Every day, 500,000 consumers use the KODAK Picture Kiosks installed in outlets of leading retailers including pharmacy, supermarket and consumer electronic chains, photo shops and KODAK EXPRESS Digital Solutions partners. Kodak Alaris offers everything from individual photographs and postcards to photo albums and photographic lab products. It provides high-performance photo scanners and top-class imaging and information software. Kodak Alaris is dedicated to professional and reliable services and after-sales support for its clients.

Summary

Company
Kodak Alaris
www.kodakalaris.com

Industry
Photo industry & retail

The challenge

Kodak Alaris offers its clients an ever expanding range of professional services and support for their KODAK Picture Kiosks. We assist Kodak Alaris in expanding its business in Europe, looking after more than 17,000 kiosks – in time, in scope and in budget. We expect to receive between 13,000 and 31,000 calls per month that are to be dealt with according to the respective SLAs. Apart from looking after KODAK Picture Kiosks, we also provide support for a large number of peripheral devices such as scanners, pay stations, EC terminals and duplex printers.

Project challenges

  • Support for expansion in Europe
  • Cost reduction
  • Higher quality of service
  • Many different devices / versions

The solution

In the course of a workshop, we defined a standardized service process that has now been implemented. It covers all remote, on-site, logistics and repair services. ICS acts as the single point of contact (SPOC) for Kodak Alaris clients. All support processes arising from the around 200,000 client calls per year are coordinated by our service desk in Berlin. The service cases received by phone, fax, e-mail or through system interfaces are logged in a modern IT service management tool and processed from 1st to 3rd level, as required and without delay. Seventy per cent of all support requests can be dealt with directly over the phone in the language of the caller by our service desk staff who have access to hardware and software that is identical with that of the caller. If required, our service desk specialists arrange for an on-site repair or replacement of the unit by ICS field service technicians. ICS is also in charge of inventory management. Defective components are repaired at the company's own repair center. After repair, the parts are normally again available in the spare parts pool within 48 hours.

Solution

  • Remote, on-site, logistics and repair services
  • Post-sales outsourcing
  • Help desk with native speakers
  • Europe-wide device replacement / field service
  • Configuration / staging / deployment
  • IT service management and remote monitoring
  • Inventory management / pooling

Das Ergebnis

Kodak Alaris konnte seine Kosten im Serviceprozess mit dem Full Managed Service Konzept von ISR deutlich reduzieren. Die Transparenz und Prozesssicherheit wurde erhöht. Der Shop-Umsatz konnte durch neu definierte SLAs ebenfalls gesteigert werden. Regelmäßige Prozessverbesserungen, aktives Monitoring sowie tägliche Projektreviews sichern Kodak Alaris im Rahmen der Partnerschaft weitere Kostenvorteile.

Result

  • Higher utilization of POSs due to proactive device communication and optimized service
  • Cost reduction thanks to new service process
  • Enhanced process safety and transparency
  • 1st-level resolution rate greater than 70%
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