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RUN on e-commerce operations
Sector of activity
Brand of DIY and home improvement stores.
Project background
The company's e-commerce site receives a large number of purchases every day.
The team, made up of two IT project managers, was looking for someone to manage the RUN on e-commerce operations, so that they could focus on implementing the new CMS.
The RUN consisted in being able to process service requests from the business, such as :
- Account deletions
- Price/stock display problems
- Ordering problems
- A JIRA ticket for reporting incidents to the development team
Until then, requests were tracked and processed by e-mail, which prevented a clear view of their resolution. As a second step, an audit of recurring actions linked to RUN had to be carried out, in order to implement the ServiceNow ticketing tool adapted to recurring requests.
Approach / Results
Our approach
To support the project team in charge, we offered our expertise and our method for :
- Manage RUN requests for e-commerce operations (process requests, escalate to dev team)
- Audit incoming requests
- Help create the ServiceNow ticketing tool tree structure
Our results
- Processing incoming requests
- Support for internal project managers
- Support for the new PIM recipe
- Validation of the tree structure proposed to ServiceNow
