Möbel Pfister AG relies on IT outsourcing
Technically demanding and on a tight schedule: The IT outsourcing project of Switzerland's largest furniture retailer presented the IT service provider with a number of challenges.
Möbel Pfister AG from Suhr had outsourced its entire IT infrastructure to a global provider, but was no longer satisfied with it for several reasons. What should be done? This was the question posed by the Swiss market leader in the specialist furniture retail sector, which employs around 1200 people and 200 apprentices and has 20 stores in all parts of the country. "We decided to turn down the upcoming contract renewal and launch a project competition with several well-known suppliers of IT Outsourcing ", says Marcel Schaniel, Head of Digital Business & Corporate Development at Möbel Pfister AG.
The choice of IT outsourcing provider
Pfister took a pragmatic approach to the project competition and the selection of the future provider - and chose GIA Informatik AG from Oftringen. Marcel Schaniel: "A decisive factor for us were the references shown from previous, comparable projects. The fast turnaround times and the price-performance ratio were also positively evaluated. The entire project team impressed us during the selection process with its transparent communication and high level of commitment. We knew: This is a partner who has the unconditional will and the corresponding capabilities."
From concept to go-live at a rapid pace
The project kicked off in spring 2017 with the migration of the extensive IT system landscape with SAP ERP, CRM, Adobe Document Services, PI Web Dispatcher, and Solution Manager in hybrid operation with physical and virtual servers. "We removed the entire IT infrastructure from the previous provider and integrated it into our data centers. We put these systems into operation as early as summer 2017," explains Stefan Lerch, Account Manager at GIA. At the same time, the IT outsourcing specialist began to completely rebuild its first-level support. A service desk with several GIA employees was set up at Pfister's headquarters in Suhr.
In addition, the IT service provider implemented a new network for the entire Pfister Group, including a state-of-the-art wireless LAN solution. Stefan Lerch: "We used the latest wireless technology for this in order to fully support Pfister's planned innovations." One example: Modern touchscreen steles are now available to customers in various branches. By simply touching the monitor, a free home consultant receives a message via his smartwatch - and immediately goes to the corresponding stele to personally receive the customer. In this way, consultation requests in the stores can be fulfilled even faster and customer orientation optimized.
Pfister appreciates the short distances
The added value of the project is great, confirms Marcel Schaniel. "The economic benefit is significant. In addition, the throughput paths to the specialists are short. Furthermore, we now have adequate first-level support, generally faster solutions, as well as higher user satisfaction and optimized customer perception - the latter primarily due to our new digital interaction options."
Next steps
Recently, GIA completed and ramped up the billing model. The integration of Möbel Egger, Möbel Hubacher and Möbel Svoboda as well as all branches was also successfully completed recently. Marcel Schaniel: "We also plan to renew and mobilize the digital workplace - at the same price as stationary IT equipment."
Author: Silvan Wyser is Head of Marketing at GIA Informatik AG in Oftringen. GIA offers IT services with core competencies in the development and operation of solutions from a single source in the areas of SAP, IT services with its own cloud infrastructure and product development.
Contact: +41 62 789 74 17 / silvan.wyser@gia.ch / www.gia.ch
