Increased scope with a focus on automation and staff
self-help to improve technology uptime and operational
efficiencies
NORTH
CANTON, Ohio, Nov. 21,
2024 /PRNewswire/ -- Marks & Spencer (M&S),
one of the largest retailers in the U.K., has renewed and increased
the scope of its services contract with Diebold Nixdorf (NYSE:
DBD), a world leader in transforming the way people shop, for an
additional four years. The agreement includes support services for
the entire store estate, managed services for self-checkout
technology and self-order terminals in the digital cafés,
implementation services for M&S stores and distribution
centers, software services and more.
Diebold Nixdorf has provided hardware services to M&S since
2019. The scope of services expansion of the new contract,
which applies to the more than 1,000
M&S stores in the U.K. and Ireland, aims to increase the productivity of
both Diebold Nixdorf field service engineers and M&S colleagues
– leading to higher availability of store IT and a reduction in
calls placed to the helpdesk.
A number of solutions will help drive this improvement:
- Remote management of IT devices will reduce the reliance on
staff calling for support.
- Tools for store staff self-help include process descriptions
and videos, allowing them to solve issues in their own time and in
a simple manner, without direct support from field engineers.
- To enable even greater staff efficiency for incident logging,
employees can simply push a button on the device on which the
problem occurs, instead of initiating a complex ticketing process
on a separate computer that is located in the back office.
- Additionally, self-healing software can detect a problem and
independently start a process to rectify it, for instance, by
automatically restarting the system.
Ben Gale, senior vice president & managing director, EMEA
and APAC Retail Sales Management at Diebold Nixdorf,
said: "We are delighted about the renewal and expansion of
the contract featuring an adjusted business model that is fully
aligned with M&S' business objectives, allowing it to
automatically adapt to changes in the market and the business. With
a clear focus on automation and staff self-help, we are helping
M&S achieve important objectives, such as reduced reliance on
the helpdesk and improved staff efficiency. We are continually
looking to best practices to ensure our world-class service adapts
and addresses our customers' needs."
About Diebold Nixdorf
Diebold Nixdorf (NYSE: DBD), Incorporated, automates, digitizes
and transforms the way people bank and shop. As a partner to the
majority of the world's top 100 financial institutions and top 25
global retailers, our integrated solutions connect digital and
physical channels conveniently, securely and efficiently for
millions of consumers each day. The company has a presence in more
than 100 countries with approximately 21,000 employees worldwide.
Visit www.dieboldnixdorf.com for more information.
X: @DieboldNixdorf
LinkedIn: www.linkedin.com/company/diebold
Facebook: www.facebook.com/DieboldNixdorf
YouTube: www.youtube.com/dieboldnixdorf
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SOURCE Diebold Nixdorf, Incorporated