Case Study: Wildberries achieves 17% fewer IT outages and improved service quality with IFS assyst

Wildberries improve support processes across the business with assyst from Axios Systems

Wildberries, Russia’s leading online fashion retailer, faced rapid-growth service challenges: longer request resolution times, lost requests, overloaded specialists and risks from IT downtime across multiple departments. To unify and automate support processes they selected IFS assyst and deployed its web-based assystNET service desk to centralize incident, request, problem and service-quality management.

IFS assyst implemented an ITIL-based, company-wide service platform—starting in IT and quickly extending to HR, accounting, logistics and more—so all employees could self-log and track requests while service teams measured and controlled performance. The IFS assyst rollout reduced IT outages by 17%, increased user service quality to about 96% and user loyalty from 3.3 to 4.6, cut support costs and delivered an average ROI of 258% over three years.

Wildberries

Sergey Esman

Technical Director