OBI Hypermarkets announced the results of nine years of Odyssey Care service usage for 24-hour customer support and development of Microsoft Dynamics AX functionality in the areas of supply chain management, warehouse and costs management. OBI hypermarkets sell goods for renovation, construction, home and cottage in DIY format. Today the OBI retail network in Russia consists of 27 hypermarkets in 13 regions of the country and employs around 5,500 people and has over 260,000 square metres of selling space. In addition to a wide range of goods, including its own brands, the chain offers its customers more than 26 types of services ranging from professional advice to repair.
Nine years ago, in October 2008, the management of the OBI Russia retail chain decided to transfer the tasks of round-the-clock support of users and development of functional capabilities of Microsoft Dynamics AX to the experts of Odyssey Consulting Group. As part of the service, the consulting company supports the work of the specialists of the logistics department: supply chain management processes, warehouse and cost management.
For many years we have entrusted the service of a number of our business processes to the experts of Odyssey Consulting Group. It allows us to concentrate on our core business while the system and users of OBI are provided with reliable support from the partner's specialists. I am sure that there are not so many examples of such productive and long-term cooperation at the market
Dmitry Gorbatenko, General Director of "OBI Direct Imports and Supplies"
OBI employees can turn to 24/7 hot line that is available to the users 7 days a week 365 days a year. All our consultants fulfill all requests in accordance with the approved quality parameters that we spelled out in the service level agreement (SLA).
At the same time it is very convenient for us to control our costs since Odyssey Support service package has a fixed cost, while the cost of the system development tasks we discuss and agree upon with Odyssey in advance.
Evgeny Nekrukov, IT manager of "OBI Direct Import and Supply" LLC
In order to solve the issues of ERP system functional development, OBI chose the Advanced Care service package. The retail chain uses Odyssey Care service not only to provide continuity of already automated processes but also to adapt the system to new market conditions as new goals of the company appear and, as a result, additional requirements to manageability of logistic processes. One of the examples of recent application of Advanced Care package was the project related to opening of new regional OBI distribution center and integration of customer's system with logistics provider's WMS-system.
During 9 years of work with Odyssey Care OBI has achieved the following results:
- About 15 000 user requests have been fulfilled,
- Percentage of meeting the SLA parameters is > 99%,
- Occurrences which appear during the system operation do not critically influence the work of the logistics department,
- Confidence in the continuity of the distribution center processes has appeared.
Odyssey Care relieves our customers' IT departments from non-core tasks. Precise adherence to deadlines, smooth-running business processes, guaranteed support of solutions in use at any time: for 9 years we have been helping OBI to improve its business and stay ahead of the competition.
Sergey Sidorov, Odyssey Care Product Manager
