Case study category: Retail and services

Technologies that Set New Standards: How We Helped MOL Czech Republic Equip Their New Offices

Technologies that Set New Standards: How We Helped MOL Czech Republic Equip Their New Offices

The successful completion of the project depended not only on Soitron’s technical expertise and professional approach, but also on their ability to respond swiftly to unexpected changes and find solutions that ensured our vision and requirements were met. 

Ladislav Olejník, IT Manager 

Background

As part of its modernisation efforts, MOL Czech Republic relocated to new office premises, requiring a reliable high-speed Wi-Fi connection for employees and modern videoconferencing equipment for meeting rooms. Thanks to our extensive experience in network infrastructure and communication technologies, we provided the client with full support—from design to implementation—creating the foundation for a modern and efficient work environment while meeting their expectations.

Project implementation process

At the start of the project, we focused on designing the network infrastructure, including the optimal placement of access points and the selection of videoconferencing equipment for meeting rooms. The key priority was to ensure fast and reliable Wi-Fi coverage with high availability, seamless connectivity, and the integration of modern technologies into the office design.

During implementation, we deployed network switches, access points (APs), and videoconferencing devices. The project covered two floors of office space and included seven meeting rooms, all equipped in accordance with MOL Group’s technological standards. The entire implementation was carried out with meticulous attention to detail, ensuring that the technologies were precisely tailored to the client’s specific needs and office layout.

As the project progressed, the client expressed interest in additional services, further deepening our collaboration. It included the delivery of digital information panels for shared spaces, necessary software licences, and optical modules for upgrading backbone connectivity. These additions helped create a workspace that is not only fully functional and representative, but also ready to meet future technological challenges.

The final solution enhances employee productivity and collaboration while setting a new standard for modern office environments across the MOL Group. By implementing cutting-edge technologies and taking a comprehensive approach, we created a workspace that meets the demands of a dynamic work environment, ensuring overall user satisfaction. The results are evident, as demonstrated by this reference.

Results and benefits

modern technology

fast and stable connectivity with high availability

more efficient and seamless online collaboration

Customer Profile

MOL Czech Republic is part of the international MOL Group. With more than 300 service stations, it is the second-largest operator of service station networks on the Slovak market. MOL also holds a strong position in the wholesale sector, ranking among the leading companies in the distribution and sale of motor fuels, industrial and aviation fuels, and lubricants. The ambition of the MOL Group in the Czech Republic is to become the vendor of first choice for customers.

Technologies used

Cisco, Samsung

Soitron automates processes worldwide for US-based Clarios

Soitron automates processes worldwide for US-based Clarios

Clarios – the company behind well-known brands like Varta, Optima, and Heliar – is a top battery manufacturer in the automotive industry. Today, one in three new vehicles is fitted with a Clarios battery. The company was created through the divestment and renaming of the Johnson Controls Power Solutions division, and it now employs 16,000 people in over 140 countries worldwide, including Slovakia, where it has a large financial shared service centre. Business service centres hold great potential for process automation through software robots (RPA), which Clarios and Soitron are now introducing at several worksites globally.
Case study was published 17.02.2023

REQUIREMENTS

  • Find a reliable experienced business process automation partner who can automate processes using RPA at various sites around the world
  • Automate and streamline shared service centre processes
  • Address staff substitutability issues
  • Reduce error-related costs

Solution

  • Conduct an audit to select processes suitable for robotic process automation based on the integrator’s expertise
  • Develop, deploy, and operate software robots as a service
  • Automate and optimize selected processes in countries worldwide

Results and benefits

Significant time savings equivalent to several man-days per day

Elimination of process delays and downtime

Improved staff substitutability

Relief for staff from repetitive manual tasks with low added value

Increased process efficiency leading to improved financial parameters, such as cash flow

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Software robots in the NAY retail chain help manage seasonal customer surges

Software robots in the NAY retail chain help manage seasonal customer surges

In recent years, due to the growing share of online sales, the NAY chain of electronics retail stores has experienced the biggest seasonal manpower challenges in their back office and call centre. With management pondering how to address this chronic problem more innovatively, the topic of automation inevitably came to the table. One key idea was to try to automate monotonous, labour-intensive, and time-consuming processes and activities that put the greatest strain on inhouse staff during seasonal fluctuations.
Case study was published 07.02.2022

Requirements

  • Streamline administrative processes and eliminate bottlenecks
  • Improve customer satisfaction and loyalty
  • Eliminate errors inherent in any manual operations
  • Reduce business risks
  • Increase employee job satisfaction

Solution

  • Perform an audit and select suitable processes for RPA in tandem with an integrator who provides know-know and best practices from other retail companies
  • Deployment of the UiPath software platform
  • Automation and optimisation of selected processes

Results and benefits

Ensuring seamless processing during surges in online sales without the need to hire temporary staff

Eliminating bottlenecks that could otherwise lead to unnecessary delays, such as when refunding customers, handling complaints, and checking the availability of goods

Improving customer service by speeding up processes

Freeing employees from repetitive monotonous tasks, thus increasing their job satisfaction

Reducing the costs of part-time labour hired to help with seasonal sales fluctuations

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The Wi-Fi network by Soitron and Cisco was starring at the World Cup in Jasná

The Wi-Fi network by Soitron and Cisco was starring at the World Cup in Jasná

When Petra Vlhová crossed the finish line in the Giant Slalom race of the Alpine Ski World Cup in Jasná and found out that she had won, she started crying. At that moment, not only were the emotions of the Slovak skier maxed out. The load on the LAN and Wi-Fi communication network built by Soitron and Cisco as a custom solution for the event organiser, Tatry Mountain Resorts, was also running at full capacity. Video footage of the race, interviews, commentaries, and news articles were streamed to the whole world. The communication infrastructure passed successfully this final stress test.
Case study was published 26.07.2021

REQUIREMENTS

  • Provide Wi-Fi connectivity for the indoor and outdoor areas of the Jasná resort for the women’s Alpine Ski World Cup event
  • Provide Internet access for the entire organisational team, television crews, journalists, paramedics, and other championship participants (not including spectators)
  • Provide a LAN cable connection in selected areas

SOLUTION

  • Design and install a professional Wi-Fi network powered by state-of-the-art Cisco hardware designed for demanding industrial environments
  • Rent approximately forty hardware units worth 100 thousand euros for the period of the championship

RESULTS AND BENEFITS

Provided the connectivity necessary for organising the world-class event.

Ensured the smooth operation of the championship from the technical point of view.

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Software robot in the service of NAY

NAY hired a software robot

NAY was able to implement software robots so quickly thanks to agile approach of its employees and the new customer demand for online shopping.
Case study was published 06.04.2021

REQUIREMENTS

  • Increase customer and employee job satisfaction
  • Eliminate the error rate
  • Streamline administrative processes

SOLUTION

  • Robotic Process Automation (RPA) of selected processes
  • Training of the customer’s key user acting as an internal consultant

RESULTS AND BENEFITS

Freeing employees from repetitive monotonous tasks, thus increasing their job satisfaction

Ensuring smooth processing in the event of sudden increases in online sales

Improving customer service by speeding up processes

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Cancellation request is handled by robot

Cancellation requests no longer have to be taken care of by customer centre staff

E-shop contact centres are usually very busy departments. When analysing their activities, companies often find that many customer requests are repetitive, time consuming, and expensive. This was also the case with one of our customers, who operates one of the largest e-shops in the Czech and Slovak markets. The company wanted to relieve its contact centre staff of repetitive tasks while also reducing contact centre costs.
Case study was published 10.03.2021

REQUIREMENTS

  • Automate the processing of full and partial cancellation requests from customers, and thus reduce costs
  • Accelerate refunds to customers as part of cancellation request handling,
    and thus increase customer satisfaction
  • Simplify the reception and handling of cancellation requests
  • Shorten cancellation request handling time, especially in the high season
  • Reduce human error
  • Test the automation before it can be used for other contact centre services

SOLUTION

  • Record and describe the customer ticket reception and handling process
  • Conduct an audit and produce a process map
  • Map customers’ infrastructure
  • Design a Robotic Process Automation (RPA) solution
  • Complete the solution design, testing, pilot operation, optimization, and roll-out

OUTCOMES

Cost saving (tens of thousands of euros) due to preventing the unnecessary transport of cancelled goods.

Fewer errors in handling customer requests.

More satisfied customers due to much faster refunds and request handling, even in the high season.

Employees not being forced to do robotic work, allowing them to engage in more meaningful activities.

Customer requests being handled by two different robots servicing different communication channels.

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TV markíza has a high-capacity transport network for data transmission

TV MARKÍZA HAS A HIGH-CAPACITY TRANSPORT NETWORK FOR DATA TRANSMISSION

TV Markíza is keeping up with modern technologies. In their industry, ensuring the highest quality video and sound transmission into our living rooms is basically a must. We often cannot even imagine what it takes to be able to do that from a technical point of view.
Case study was published 26.02.2021

REQUIREMENTS

  • Enable the transmission of large amounts of production data required for broadcasting (streams, videos, and other recordings to be sent to the production team for editing and display in broadcasts)
  • Ensure data transport between four sites: Záhorská Bystrica (TV headquarters), NAD (metropolitan studios), and the Sitel and Six peering centres

SOLUTION

  • A new Dense Wavelength Division Multiplexing (DWDM) network
  • The DWDM network’s utilization of fibre optic cables, which are leased by the client under a long-term contract
  • The technology used: Nokia’s Photonic Service Switch (PSS)

RESULTS AND BENEFITS

Having built their own transport DWDM network, TV Markíza no longer needs to lease such a network ”as a service” from other suppliers.

In obtaining a high-capacity transport network for data transmission, a DWDM network can use one optical path for multiple communication streams and thus multiply its capacity.

Two-way data transmission is now redundant.

There is an optional further increase of the network transmission capacity in the future if necessary, and this change can be implemented easily and quickly.

How does Rossmann utilize the full potential of Wi-Fi?

HOW DOES ROSSMANN UTILIZE THE FULL POTENTIAL OF WiFi?

To better address its customers in the Czech Republic, the Rossmann drugstore chain decided to launch the new Rossmann Club loyalty program. This loyalty club offers many discounts and benefits through their new mobile app. To ensure the flawless operation of the mobile app, Soitron installed a new, modern Wi-Fi network in all its 136 outlets within a very short time. Within a few weeks of the launch, over 125,000 new customers have signed up for the Rossmann Club loyalty program.
Case study was published 02.09.2019

New Wi-Fi for Rossmann

Requirements

  • Replace the existing and insufficient IT infrastructure in all Rossmann stores.
  • Interconnect all stores via a centrally controlled Wi-Fi network.
  • Launch a loyalty programme in a mobile app.
  • Connect the new Wi-Fi network to the Maxifi portal and use the analytical
    connection data.
  • Make it possible for the new network to be used by IoT devices and make it compliant with Rossmann’s internal processes.
  • Deploy the solution in a very short time.

Solutions

  • Deploy 300 access points in total: 2 to 3 per store (Cisco 1800, 2800 Series) with CleanAir technology, controlled by a central Wi-Fi controller in a virtualized environment.
  • Equip all stores with new manageable switches (Cisco 2960 Series) and 24 PoE (Power over Ethernet) ports.

Results and benefits

A secure, reliable, and fast network. An easier and centralized IT infrastructure management.

Possible data acquisition for marketing purposes. Added value for customers in the form of free Wi-Fi.

A secure connection to Rossmann’s internal data processing system.

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Slovak Telekom is able to “listen to” all calls from their contact centre

SLOVAK TELEKOM IS ABLE TO “LISTEN TO” ALL CALLS FROM THEIR CONTACT CENTRE

requirements

  • Replace the manual and often inaccurate process of entering the call subject by agents with an automatic and more accurate solution.
  • Get a better understanding of the content and trends of all calls in the contact centre.
  • Streamline assessment of contact centre agents.
  • Capitalize on useful information acquired by the contact centre to improve business processes and enhance customer service.

solution

  • Deployment of the Speech Analytics system by Verint able to identify key words and phrases in all contact centre telephone calls and based on that categorize the calls and analyse any communication trends.
  • Consulting services to identify keywords and possible benefits of the solution to
    various business units of Slovak Telekom.
  • Language model optimization for the needs of the largest Slovak Telecom
    operator.

results

Detailed statistics of individual call categorization.

An tool for contact centre agent assessment.

More efficient use of the contact centre resources, relieving operators from manual labour.

Possible immediate identification and analysis of various events and issues, such as technical failures, or customers’ lack of response to a new offer.

Better insights into customers, their moods and emotions based on the occurrence of certain words or phrases.

The contact centre has become an efficient source of insights for service improvement and process streamlining.

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