Kering is a global luxury group based in Paris, managing prestigious brands like Gucci, Saint Laurent, and Bottega Veneta. Founded in 1963, it evolved from a timber company into a leading luxury entity emphasizing creativity and sustainability. The group balances brand creative freedom with strategic and financial support. Kering is dedicated to reducing its carbon footprint and promoting ethical practices. As a luxury brand, we are in search of a ticketing software solution that can centralize our internal and external customer interactions seamlessly across all touchpoints. Our priority is to find a platform that not only streamlines communication but also ensures efficient issue resolution, reflecting our commitment to delivering unparalleled service. It's imperative that the chosen software provides data-driven insights to enable personalized service, enhancing the overall customer experience and fostering brand loyalty. Ultimately, we seek a ticketing solution that aligns with our brand values and enables us to maintain our reputation for exclusivity while exceeding the expectations of our internal & external customers. Moreover, in our company we have a ticketing tool that allows us to follow ITSM, ITBM, HR and operational (such as facility or supply chain) processes. In addition the solution provides a portal as entry point for customers, and allows us to track assets and CI in the CMDB and articles in the knowledge base. We need to identify and assess viable alternatives solutions to understand the benchmark on the market in terms of functionalities and overall costs. Currently the costs are very high and we are not leveraging the solution at best of its potentiality.
31.05.2024
Problem Description
Kering is a global luxury group based in Paris, managing prestigious brands like Gucci, Saint Laurent, and Bottega Veneta. Founded in 1963, it evolved from a timber company into a leading luxury entity emphasizing creativity and sustainability. The group balances brand creative freedom with strategic and financial support. Kering is dedicated to reducing its carbon footprint and promoting ethical practices. As a luxury brand, we are in search of a ticketing software solution that can centralize our internal and external customer interactions seamlessly across all touchpoints. Our priority is to find a platform that not only streamlines communication but also ensures efficient issue resolution, reflecting our commitment to delivering unparalleled service. It's imperative that the chosen software provides data-driven insights to enable personalized service, enhancing the overall customer experience and fostering brand loyalty. Ultimately, we seek a ticketing solution that aligns with our brand values and enables us to maintain our reputation for exclusivity while exceeding the expectations of our internal & external customers. Moreover, in our company we have a ticketing tool that allows us to follow ITSM, ITBM, HR and operational (such as facility or supply chain) processes. In addition the solution provides a portal as entry point for customers, and allows us to track assets and CI in the CMDB and articles in the knowledge base. We need to identify and assess viable alternatives solutions to understand the benchmark on the market in terms of functionalities and overall costs. Currently the costs are very high and we are not leveraging the solution at best of its potentiality.
KPI to achieve
1- Improve the user experience of our customers and agents 2- Have a smooth transition from the old system to the new 3- Maintain standard and if possible custom functionalities
Scope of the problem
ITSM processes: - Incident
request
change
problem
major incident - 2500 agents - 1M tickets per year (overall) HR processes: - 150 agents Portal - 50k employees that can raise tickets or browse articles worldwide CMDB: - 500k CI - event management active for monitoring 2500 servers Integrations: around 60 active integrations with third parties
