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

1. Retail & Users Support

2. Our Clients
We guaranteeRetail 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
2

3. Our clients
Every company needs
 Easy access service
 Problems quick fix
 Specialized personnel
 Budget under control
3

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
costs Savings in
recruitment and
personnel
training
4

5. Offering
5
Monitoring
Retail
Support
Special
Projects
User
Support
Business service
management
ProactiveSystem
monitoring
24x7x365
Strong
experiences and
methodologies
in international
retail support
with the main
POS software
platforms
Rollout Projects
Innovative
Technologies
User Support (main e
branch offices
Worldwide) and
whole lifecycle
management of IT
devices (WS/Mobile).
BPO, strong
enterprise processes
integration

6. 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
software
Spare parts
stock
Roll 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

7. Service model
Service
(re)design
Service delivery
Service transition
Service
improvement
7

8. Integration
UsersStructures
SERVICE
DESK
8

9. Integration
Invoicing
Orders
CRM
Production
Inventories
Reporting
District mgmt
Accounting
Human resources
Marketing
IT
SERVICE
DESK
Processes
Business
Units
9

10. Integration
Devices
SERVICE
DESK
10

11. 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
11

12. How we analyze our performance
VoIP switchboard
logs
Ticket & Asset
Management
proprietary SW
Call Management
propietary SW
Reports and
performance
index
12
BI Tools

13. We ensure every day
85% of calls answered within
20 seconds
<3% of abandoned calls
80% of tickets solved
autonomously
13

14. The number of retail/year
2.500 mono-brand,
multi-brand,
franchising stores
75.000 workstations
[+devices]
in 5 continents
260.000 calls
180.000 ticket for support
or technical assistance
14

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
15

16. Skynet
MONITORING
AND ALERTING
ALWAYS ACTIVE
AND VISIBLE
16

17. 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