RUN on e-commerce operations
Sector of activity
Do-it-yourself and home improvement store chain
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 :
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Account deletions
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Price/stock display problems
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Ordering problems
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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.
Our approach
To support the project team in charge, we proposed our expertise and our method for :
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Manage RUN requests for e-commerce operations (process requests, escalate to dev team)
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Audit incoming requests
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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