CROC has deployed Terrasoft’s bpm’online service enterprise in Leroy Merlin’s back-end infrastructure within just six months, thus creating a single IT platform allowing for improved issue, request and change management.
For better user experience and faster request processing, CROC developed a service portal and, jointly with Beesender, implemented a chatbot. As a result, Leroy Merlin’s employees can send requests to the helpdesk from a smartphone, while the chatbot logs requests in the BPM system in real time and starts the process and/or connects a requester with a company’s helpdesk operator. Finally, in a unified space, an operator assigns tasks and monitors their completion, as well as analyzes the entire batch of updates and promptly finds any request if necessary.
"When business is booming, making the most effective use of all IT processes is crucial. CROC’s solution has brought us to a whole new level of corporate service management," said Evgeny Lobov, Business App Administrator, Leroy Merlin.
"Chatbots, robots, AI and other advanced technologies allow for a more comfortable and convenient user experience and faster request completion, thus considerably expanding overall system capabilities. Consequently, companies from a wide range of different industries are focusing on implementing such technologies, realizing how powerful they can be. In the near future, we believe that up to 70% of requests will be processed by AI-based bots/robots," said Felix Skvortsov, Head of IT Process and Infrastructure Management Practice, CROC.
"The Leroy Merlin project is a good example of an agile approach to business automation. Working together with colleagues from CROC and Leroy Merlin, we discovered new opportunities for using bots, resulting in a significant expansion of chatbot functionality. I am sure the implemented technologies will save hundreds and thousands of person-hours," said Oleg Chaevsky, Founder of Beesender.
About Leroy Merlin
Leroy Merlin is an international DIY and gardening retailer that was founded in 1923 in France and currently operates 464 stores in 13 countries.
Leroy Merlin entered Russia in 2004, opening its first store in the Moscow Region (Mytishchi). Today, 92 hypermarkets in 44 Russian cities offer customers a wide range of quality products, affordable prices and excellent service.
The company’s stores provide customers with inspiration and off-the-shelf solutions to help make their homes warm and cozy.
Leroy Merlin has 32,000+ employees and is recognized as one of the best employers in Russia.About CROC
CROC is one of the Russian IT market leaders in systems integration and digital consulting services, completing projects for government and business, and creating a new digital ecosystem for society. The company provides a comprehensive range of IT solutions, including systems integration, digital, cloud, managed B2B and consulting services. In addition, CROC also offers innovative products and promising end-to-end technologies, such as Big Data, blockchain, artificial intelligence, virtual and augmented reality, Internet of Things, robotics, and Industry 4.0.
For more details, please contact: DITmarketing@croc.ru
Beesender helps large companies integrate communications into their internal business processes. The company enables both employee and customer communications via messengers, social media, and websites, as well as easy chat migration from one channel to another, from a bot to an operator and back. In addition, the sending of necessary reminders and notifications via SMS, WhatsApp, Viber, and e-mail is also supported. Beesender’s omnichannel button-based chatbots are created via an embedded chatbot builder, without the need for any programming.
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