Kodak Alaris

Our Client

Kodak Alaris is a global supplier of document imaging productions and solutions, including instant print, film and photo paper systems. Every day, 500,000 consumers use the KODAK Picture Kiosks installed in outlets of leading retailers including pharmacy, supermarket and consumer electronic chains, photo shops and KODAK EXPRESS Digital Solutions partners. Kodak Alaris offers everything from individual photographs and postcards to photo albums and photographic lab products. It provides high-performance photo scanners and top-class imaging and information software. Kodak Alaris is dedicated to professional and reliable services and after-sales support for its clients.

The Challenge

Kodak Alaris offers its clients an ever expanding range of professional services and support for their KODAK Picture Kiosks. ICS assists Kodak Alaris in expanding its business in Europe, looking after more than 17,000 kiosks – in time, in scope and in budget. They expect to receive between 13,000 and 31,000 calls per month that are to be dealt with according to the respective SLAs.

Apart from looking after KODAK Picture Kiosks, ICS also provides support for a large number of peripheral devices such as scanners, pay stations, EC terminals and duplex printers.

The Solution

In the course of a workshop, a standardized service process was defined that has now been implemented. It covers all remote, on-site, logistics and repair services. ICS acts as the single point of contact (SPOC) for Kodak Alaris clients. All support processes arising from the around 200,000 client calls per year are coordinated by the service desk in Berlin.

The service cases received by phone, fax, e-mail or through system interfaces are logged in a modern IT service management tool and processed from 1st to 3rd level, as required and without delay. 70% of all support requests can be dealt with directly over the phone in the language of the caller by the service desk staff who have access to hardware and software that is identical with that of the caller. If required, the service desk specialists arrange for an on-site repair or replacement of the unit by our field service technicians. ICS is also in charge of inventory management. Defective components are repaired at the company's own repair center. After repair, the parts are usually available again in the spare parts pool within 48 hours.

The Result

Thanks to the fully managed service concept of ICS, Kodak Alaris has been able to significantly reduce its service costs. Kodak Alaris benefits from greater transparency and higher process safety. The new SLAs also resulted in higher shop turnovers. Continuous process improvement, proactive monitoring and daily project reviews ensure that Kodak Alaris will continue to save money in the future.