Focus on automation and self-service as Marks & Spencer renews and expands services contract with Diebold Nixdorf
Marks & Spencer (M&S) has renewed and increased the scope of its services contract with Diebold Nixdorf for an additional four years.
The agreement includes support services for the entire store estate, managed services for self-checkout technology and self-order terminals in the digital cafés, implementation services for M&S stores and distribution centres, and software services.
Diebold Nixdorf has provided hardware services to the UK retailer since 2019.
The scope of services expansion of the new contract, which applies to the more than 1,000 M&S stores in the UK 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 are involved here:
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.
To enable greater staff efficiency for incident logging, employees can 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, says: “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.”
2024 RTIH INNOVATION AWARDS
Self-service technology is a key focus area for the sixth edition of the RTIH Innovation Awards, which are now closed for entries.
The awards, sponsored by Vista Technology Support, Scala, CADS, 3D Cloud, Brightpearl by Sage’s Lightning 50, Business France, and Retail Technology Show 2025, celebrate global tech innovation in a fast moving omnichannel world.
Key 2024 dates
Friday, 25th October: Award entry deadline
Tuesday, 29th October: 2024 shortlist revealed
30th October-6th November: Judging days
Thursday, 21st November: Winners announced at the 2024 RTIH Innovation Awards ceremony, to be held at RIBA’s 66 Portland Place HQ in Central London.
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