M. Video-Eldorado and RAMAX Group use Process Mining technology to improve IT support efficiency

The large-scale transformation of the Group and the transition to the OneRetail technology platform, which combines online and offline sales channels into a single space, imply a deep level of digitalization of the customer service and internal processes of the retailer. In this regard, M.Video-Eldorado is actively increasing its technological expertise in the field of development, analysis and automates operations to increase their efficiency and speed. One of the tools for optimizing business processes was the Celonis Process Mining solution, implemented in partnership with Ramax Group. It creates maps of real processes based on data from information systems, allows you to analyze "problem" areas and take measures to eliminate them. The technology was successfully tested on IT support processes. At the moment, more than 10 storefronts have been implemented for the analysis of incident management and service requests. The analysis perimeter includes about 2.5 million chains (30 million events) per year.

RAMAX experts focused on designing a business model and creating an analytics system. The developed model is based on the initial information obtained from the database of the Axios Assyst ITSM system. The Celonis interactive environment has replaced more than 70% of process reports, including reporting in SAP BO. The data is regularly updated, which allows you to track changes in key KPIs in the context of about 200 attributes and respond to deviations in close to real time. First of all, this allowed us to optimize costs and reduce the time for generating reports, and second-to significantly improve the quality of analytics and data transparency.

In addition, the process model integrates all types of support, including incidents and service requests. "Approvals" and "Tasks"are included as nested subprocesses in the event chains. In addition to the measurements and measures obtained from the original database, the model was enriched with calculated indicators, such as incident processing time calculated based on the calendar of working days and working hours ranges for a specific SLA.


Dmitry Yemelyanov, Head of IT Services Management, M.Video-Eldorado

The introduction of process analytics gave us a tool for the most effective
management of ITSM operations. Since the introduction of Celonis, the application processing time for critical systems has decreased in some cases by 90%, and the "SLA compliance" indicator has increased from 90 to 97%. This solution allows you to improve your processes by responding to any deviations in a timely manner and quickly eliminating them. This year, Process Mining will also analyze and optimize other processes, such as" Equipment installation "and "Customer Order Execution".

Roman Anyutin, Head of the Process Mining Expertise Center of Ramax Group of Companies

In order to reduce the load on the operational database, the storage of the Process Mining system is used. Thanks to this, the project team managed to achieve the required (in our case, hourly) update speed. In addition, built dashboards help you find weaknesses in processes that were previously ignored. Also, the Celonis solution allows you to quickly identify and start work on applications with long processing and lost applications.
In addition to metrics for assessing the" health " of the process, the implemented system makes it possible to use reporting to analyze the work of employees: compare their performance, assess the load on the group and optimize work within the department.