ECCO: Quality Outsourcing to Achieve IT Optimization in Retail

1. Ессо
QUALITY OUTSOURCING TO ACHIEVE
IT OPTIMIZATION IN RETAIL
// success story

2. 3,500pieces of equipment
in stores
success story // ECCO2
BACKGROUND
ECCO-ROS is the exclusive distributor of the Danish shoe
brand ECCO in Russia.
With more than 260 stores and numerous corporate offices,
regional centers, warehouses and distribution centers
throughout the country, ECCO operates more than 3,500
devices and pieces of equipment.
To facilitate their aggressive growth strategy in the Russian
market, ECCO chose MAYKOR as their single provider
of IT outsourcing services for all their existing and upcoming
stores in Russia.
RESULTS
• Over 20% savings in overall maintenance costs for entire
IT infrastructure.
• 25X decrease in paperwork volume.
• Faster implementation of changes resulting in greater
operational and technology efficiency.
More than

3. Says
Sergey Prokhorov,
CIO ECCO in Russia
DANISH BRAND IN RUSSIA
The ECCO brand story started
in 1963 in a vacant factory
in Bredebro in Southern Denmark.
For the next 50 years, hard work
transformed the small Scandinavian
shoe company into one of the most
extensive retail networks in the world, with more than 4,000 shoes
and accessories stores worldwide. In 1994 ECCO entered
the Russian market. For two years in a row, ECCO was recognized
as Russians’ favorite brand in the shoes category. This spurred the
company to aggressively expand across Russia.
Today ECCO has more than 260 retail stores throughout Russia.
In addition, the company has several corporate network offices,
regional centers, warehouses and distribution centers, altogether
represent more than 3,500 pieces of equipment requiring large
amount of resources to maintain efficiently.
FIRST STEPS
The aggressive strategic expansion required a large amount
of initial resources that was economically prohibitive.
In the beginning, ECCO called on several regional service partners
and contractors to provide these resources. The challenge with
this model was that contractors had different sets of standards,
level of quality and worked at very different rates.
success story // ECCO3
SergeY Prokhorov, CIO ECCO: “Our selec-
tion requirements for a partner were really
rigorous. We focused on high level executive
involvement, as well as top quality and customer
satisfaction”.
// quote //

4. In addition, the amount of paperwork was multiplied by the
number of vendors used resulting in delayed business strategy
implementation. Difficulties continued to arise as ECCO opened
new stores, offices and warehouses since regional contractors
sometimes lacked the resources and abilities to complete all the
necessary work on time.
The solution to address all of those challenges was to partner
with a strong IT service provider with national coverage, one
capable of handling a comprehensive range of services for ECCO’s
entire IT infrastructure covering all stores, offices and distribution/
warehouse centers while guaranteeing a consistent and high level
of quality throughout Russia.
WHY MAYKOR?
Based on our preliminary analysis of the Russian outsourcing
market, we chose MAYKOR.
Our key criterion was resource availability and scalability
to ensure efficient operation of all equipment installed
in ECCO locations including current and future stores, offices
and warehouse/distribution centers throughout Russia.
Other key requirements we had were: comprehensive range
of services, highest quality of service for SLA, established
accounting system, rigorous monitoring system, transparent
reporting, and fair prices.
After careful consideration, we chose MAYKOR as our single
service provider because they met all of our requirements.
success story // ECCO4
Stanislav Brodyansky,
Vice President OF
Key Accounts, MAYKOR:
“Having started with only two
regions, today we provide with
comprehensive IT and support
services across geographically
distributed ECCO store chain
throughout the Russian
Federation.
We deliver a wide range of services ensuring efficient
and optimal operations of all workstations, network,
server hardware, office equipment, video surveillance
systems, and specialized software. We also offer
comprehensive support services to end users. Whenever
ECCO open, close or move their stores, offices or
warehouses across the country we are there to provide
all the support they need”.
// EXPERT VIEW //

5. OUTCOME
Today the results of our cooperation with MAYKOR speak
for themselves.
Our decision to outsource all IT services to MAYKOR has translated
into 20% savings in maintenance costs of all IT infrastructures,
reduced overhead costs and significant decrease in all paperwork
and documentation.
FUTURE OUTLOOK
ECCO plans to aggressively expand our footprint in the next
2 years by opening more than 115 stores in more than 50 cities
in Russia including the most remote areas of the country. Thanks
to MAYKOR’s capabilities we are confidently moving in this direction.
MAYKOR’s team is doing everything to make our job easier.
AlexeY Salutov, ECCO customer:
“I have always known ECCO to provide high quality and comfortable
shoes at a relatively low price which I greatly appreciate as a customer.
I travel a lot around Russia for work, sometimes to places where
you can only get to by walking, so the practicality and comfort
of shoes are for me the main criteria in shoe selection.
During my travels, I often shop at several ECCO stores. Wherever
I am in Grozny, Magadan, Ussuriysk or Sakhalin – I am always
delighted to see the same store layout with the same high level
of service, and knowledgeable and well-coordinated staff. We now
have European quality of service even in the most remote corners
of Russia, and that is good”.
success story // ECCO5
Sergei Prokhorov, CIO ECCO:
“With MAYKOR we have achieved a high level
of service in all of our facilities in the regions
thanks to the high work quality. Through a single
contract, we are able to include several key
projects covering critical equipment servicing
and maintenance”.
// quote //
©MAYKOR//April,2013

6. general information
MAYKOR is the largest company in the Russian IT and business
process outsourcing market. It is included in a TOP 100 World’s
Best Outsourcing Service Providers. With a network spanning
83 branches and 400 local offices throughout Russia, MAYKOR
delivers services on the driving principle of “one-stop shop”.
MAYKOR’s customer base consists of more than 1,200 customers
across all industries including Russia’s largest geographically
distributed companies.
The company employs more than 5,200 specialists. MAYKOR
maintains a unique competence center, specialized enhanced
training programs for technical staff, well-developed logistics infra-
structure, an automated service quality monitoring and control
system, and an ISO-compliant quality management system.
MAYKOR’s subsidiaries include GMCS and BTE.
head office:
+7 (495) 787 45 00 // INFO@MAYKOR.COM
For more information, visit:
www.maykor.com