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Marks & Spencer Renews and Expands Services Contract with Diebold Nixdorf
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.
Marks & Spencer Renews and Expands Services Contract with Diebold Nixdorf / Page 2
• 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.”