distributeur de solutions communicantes

Case study

SFD reduces costs and increases productivity with SaaS SFD chooses HP Service Anywhere

IndustryTelecommunications

ObjectiveRequired modern service desk software to manage IT assets, handle call centre requests, boost service levels and increase productivity at 300 stores

ApproachResearched the market to identify suitable software solutions

IT matters• Offers modern software via a robust

hosted production platform, delivering reliable IT services to support call centreoperations and manage IT assets

• Operates a SaaS-based delivery model via the Cloud, providing shorter implementation times, greater flexibility, lower risk and a rapid upgrade capability

• Incorporates a powerful CTI application, loweringdropped call rates from 32 to three per cent

• Accessed from multiple personal devices, generating significant cost savings

Business matters• Tracks, analyses and resolves IT-related

incidents rapidly, improving service levels

• Enhances sales representatives’ satisfaction,boosting customer service levels

• Outsources hardware and software requirements, reducing operational costs

• Increases productivity across call centreoperations, increasing revenue streams

• Aids real-time collaborative management and newservice provisioning, delivering ITIL best practices

“Compared to other products currently on the market, the operating methodology of HP Service Anywhere is much quicker to put into practice as it doesn’t affect our previous working methods. Users find it quick and easy to install and they’re exposed to significantly less stress while employing the software.” – Christian Ausset, deputy IT director, SFD

SFD enhance operations with new SaaS-based service desk SFD, a leading French distributor of telecommunication solutions, facing the sunset of its existing solution adopts HP Service Anywhere, a Software-as-a-Service (SaaS) based automated service desk delivered via the Cloud. The solution offers automated problem ticket creation, which has increased productivity, improved service levels and allowed significant cost savings.

Case study | SFD

Challenge

Replacing end of life software SFD, a leading distributor and partner of French mobile telephony operator SFR, manages 300 of the 850 stores operating under the “Espace SFR” banner. Based in Paris, SFD provides members of the public and businesses with innovative telecommunications solutions and services including the latest technological advances in fixed and mobile telephony.

Last year SFD faced the question of replacing its aging IT asset management and problem ticketing applications. A process analysis showed how the call center was being flooded with requests and was losing about 32 per cent of all calls due to the manual creation of problem tickets. This was leading to considerable revenue loss and caused extensive dissatisfaction among the retail outlets’ sales representatives. SFD also saw this as an opportunity to review investment and operation costs.

Solution

Cloud-based SaaS solutionSFD decided to resolve these issues by modernising its software portfolio. After researching the market for suitable software offerings, SFD opted for HP Service Anywhere, a Software-as-a-Service (SaaS)-based automated service desk delivered via the Cloud. This seamless ITIL HP solution improves IT service management quality and staff efficiency.

“Compared to other products currently on the market, the operating methodology of HP Service Anywhere is much quicker to put into practice as it doesn’t affect our previous working methods. Users find it quick and easy to install and they’re exposed to significantly less stress while employing the software,” says Christian Ausset, deputy IT director, SFD.

Attractive licensingFurthermore, the HP Service Anywhere licence is very attractive financially compared to an on-site solution. The SaaS delivery model offers faster implementation, greater flexibility and reduced cost and risk.

SFD and Deodis, an HP Software Platinum Business Partner, worked together to define the operational requirements of HP Service Anywhere. Deodis then installed the solution in less than two months. This implementation period is considerably shorter than that associated with traditional on-site solutions. A UK-based HP production platform hosts this intuitive HP Cloud ITIL service desk, with failover systems located in France to avoid data security issues.

Benefits

Cost savings and efficiency gains By employing SaaS via the Cloud, in-store representatives can access HP Service Anywhere from their PC, tablet or smartphone. Accordingly, SFD no longer needs to purchase new computers, making significant cost savings.

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The dropped-call rate falls from 32 to three per cent

The single solution also ensures the efficient management of IT-related incidents, tickets and requests to change phones and inventory. Additionally, SFD can still access earlier information about machines, screens and card payments.

The HP solution’s simplified approach improves efficiency, enhances agility and optimises the management of telephone support services for retail outlets and back office operations. Closing tickets is therefore more rapid, boosting IT service delivery.

Dropped call rate plummetsSFD is currently experiencing a dramatic change to telephone operations, a critically important part of the business. After deploying HP Service Anywhere, the company expects the dropped-call rate to fall from 32 to a maximum of three per cent. An HP Computer Telephony Integration (CTI) application specifically designed for SFD has made a major contribution to this improvement.

Today, when a customer calls, a member of the SFD support services team sees the caller’s number and information displayed on-screen. This integration makes it easier to monitor the progress of a request or incident.

Thanks to the SaaS delivery model, any future improvements to HP Service Anywhere will be readily available to SFD. Features such as chat and instant messaging will improve real-time collaboration and productivity. A codeless configuration and easily modified operating procedures via a simple-to-use graphical interface are additional benefits.

SFD now takes full advantage of the benefits of HP Service Anywhere. Call centre operations are simpler and more efficient, service levels have soared and collaborative management and the provision of new services to users are delivering ITIL best practices.

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Case study | SFD

Customer solution at a glance

Software• HP Service Anywhere

HP services• HP Software-as-a-Service

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

4AA5-3644EEW, September 2014, Rev. 2

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