skynet technology s.r.l. company profile & offering

17
Retail & Users Support

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Skynet Technology User and Retail Support for Fashion and Luxury Company with World Wide footprint.

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Page 1: Skynet Technology s.r.l. company profile & offering

Retail & Users Support

Page 2: Skynet Technology s.r.l. company profile & offering

2

Our Clients

We guarantee

Retail companies

Headquarters in Europe Worldwide stores Proprietary and franchising stores

Non consistent software in all the stores

Many workstations to manage

A SPOC [Single Point of Contact] for every

user Multi-language support 24/7 attended tecnical

support Maximize the resolution

rate from remote Ticket management

system

Page 3: Skynet Technology s.r.l. company profile & offering

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Our clients

Every company needs

Easy access service Problems quick fix Specialized personnel Budget under control

Page 4: Skynet Technology s.r.l. company profile & offering

4

benefits

Better to rely on a partner.

No risk on turn over

and disease

problemsFocus on core

business with sla warranty

Scalability; predictable

and variable

costsSavings in

recruitment and

personnel training

Page 5: Skynet Technology s.r.l. company profile & offering

5

Offering

Monitoring

Retail Support

Special Projects

User Support

Business service managementProactiveSystem monitoring 24x7x365

Strong experiences and methodologies in international retail support with the main POS software platforms

Rollout ProjectsInnovative

Technologies

User Support (main e branch offices Worldwide) and whole lifecycle

management of IT devices

(WS/Mobile). BPO, strong enterprise

processes integration

Page 6: Skynet Technology s.r.l. company profile & offering

Skynet B.U.

6

SERVICE DESK

ON-SITE SUPPORT

STAGING

MONITORING

MAINTENANCE

SPOC 24/7/365 multilanguage -

ITIL Training – How To – II° level

support

Retail Specialist technicians at the Client’s premises with SLA, operative support for new openings. (EMEAI)

Configuration and testing of multibrand hardware and softwareSpare parts stockRoll out projects wiping

Proactive monitoring of the

whole IT infrastructure

Polling

Ordinary and extra-ordinary

maintenance of every device

asset & change Mngmnt

Mobile Device Mngmnt

Page 7: Skynet Technology s.r.l. company profile & offering

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Service model

Service (re)design

Service delivery

Service transition

Service improvement

Page 8: Skynet Technology s.r.l. company profile & offering

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Integration

UsersStructures

SERVICE DESK

Page 9: Skynet Technology s.r.l. company profile & offering

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Integration

Invoicing

Orders

CRM

Production

Inventories

Reporting

District mgmt

Accounting

Human resources

Marketing

IT

SERVICE DESK

Processes

Business Units

Page 10: Skynet Technology s.r.l. company profile & offering

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Integration

Devices

SERVICE DESK

Page 11: Skynet Technology s.r.l. company profile & offering

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What makes us leaders

An efficient Service Desk Is a SPOC Goes beyond the SLA : analyzes the data Keeps track of every user and IT asset

present in the Company Gathers precise feedback Employs specialized technicians, not call

center operators

Page 12: Skynet Technology s.r.l. company profile & offering

12 How we analyze our performance

VoIP switchboard

logs

Ticket & Asset Management

proprietary SW Call Management propietary SW

Reports and performance

index

BI Tools

Page 13: Skynet Technology s.r.l. company profile & offering

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We ensure every day

85% of calls answered within 20 seconds

<3% of abandoned calls

80% of tickets solved autonomously

Page 14: Skynet Technology s.r.l. company profile & offering

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The number of retail/year

2.500 mono-brand, multi-brand, franchising stores

75.000 workstations [+devices]

in 5 continents

260.000 calls180.000 ticket for support or technical assistance

Page 15: Skynet Technology s.r.l. company profile & offering

15 The numbers of other industries/year

3.800 networking devices

75.000 workstations with assistance contracts

180.000 ticket for remote support

86.000 ticket for hardware and software technical assistance

Page 16: Skynet Technology s.r.l. company profile & offering

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Skynet

MONITORING AND ALERTING

ALWAYS ACTIVE AND

VISIBLE

Page 17: Skynet Technology s.r.l. company profile & offering

DISCLAIMER COPYRIGHT SKYNET TECHNOLOGY S.r.L.The information contained in this document is the property of Skynet Technology S.r.l..

This document has been prepared strictly for informative purposes and does not constitute in any way a contract element with Skynet Technology S.r.l.. Its exclusively pertains strategies, developments and

functions of the solutions marketed by Skynet Technology S.r.l.. Skynet Technology S.r.l. does not provide any implicit or explicit guarantee of any kind. All brands belong to their respective owner. This publication can not be reproduced in any part or transmitted in any form or for any purpose without the authorization

of Skynet Technology S.r.l..

SKYNET TECHNOLOGY 2013  ALL RIGHTS RESERVED