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Amarin Book Center reveals NetkaQuartz Service Desk is working beyond their expectations

Amarin Book Center reveals NetkaQuartz Service Desk is working beyond their expectations

With  the slogan “Knowing readers’ minds, providing impressive services,”  Naiin is one of Thailand’s largest domestic bookstore chains. Operated  by Amarin Book Center Co., Ltd, a subsidiary of Amarin Printing and  Publishing PCL, the bookstore chain is embarking on its 20th year this  year, celebrating the opening of its first branch at Tha Phra Chan near  Thammasat University in Bangkok in 1994.

Graciously bestowed by  H.M. King Bhumibol, the name Naiin was derived from the title of the  book Nai Intra Phu Pid Thong Lang Phra (Mr. Intra Who Does a Thankless  Job), which was translated by the king from the book A Man Called  Intrepid by Canadian writer Sir William Stevenson. The name was given  based on the intention of setting up the bookstore as a center of  knowledge, and encouraging Thais to acquire the habit of reading, which  is an important foundation for moving the country forward. This bestowal  showed the king’s great benevolence.

Naiin and a challenging next step
Over  the past seven years, Naiin has expanded from 25 branches to about 200.  In addition to the branch expansion, the company grew its operation to  include book importing, health products, e-commerce and e-book  distribution. Such a massive development over a short period of time  meant that every business unit and department of the Amarin Book Center  was required to work extra hard.

Nisa Noi-um, IT manager of Amarin  Book Center, said the past seven years was a challenging period, as the  bookstore was expanding its operations and store count. The growth and  introduction of new offerings meant that the number of working processes  would increase. One of the company’s strategies for how to handle the  operational growth was to improve its IT infrastructure. The company’s  IT department was tasked with both designing  and implementing new IT  processes and systems. Of particular concern was for IT to help improve  its human resource management, due to the fact that the number of  employees was increasing at a rapid pace, and they would need a system  in place to handle their needs.

Amarin set up a back-office  management system to enhance its business operations. It also   implemented the IT Infrastructure Library (ITIL) method of best  practices, in order to systematize its IT processes to be in line with  international standards.

From ITIL to Netka
Implementing  ITIL resulted in a smoother workflow. Better processes, system alerts  and troubleshooting helped to decrease the overall downtime of its IT  systems and improve business operations.

However, by adopting the  ITIL framework, the company found that it needed a support system, such  as helpdesk for troubleshooting, to improve its service management and  work processes. At the time, all technical issues were notified via  phone calls to the IT department. This method resulted in multiple  problems. For example, some technicians would simply forget to fix an  issue, and it proved difficult to solve problems in an orderly fashion  because the consultants would oftentimes be interrupted by other users  with more serious complaints. So, Amarin decided to implement a software  solution to address these concerns

In making the software  selection, the company considered several factors. Finally, it chose  NetkaQuartz Service Desk (NSD). The decision was made because NSD is  completely compatible with the ITIL framework, the software  distributor’s services are  reliable, and the price was affordable.

Meeting all demands
Thanks  to NSD’s features and capabilities, the company’s  IT team is more  efficient and can identify problems more quickly, especially reoccurring  problems. Even more important was the higher rate of satisfaction of  the IT support services from the Amarin employees.

“We are no  longer worried about the company’s policy of not increasing IT staff,”   Nisa  said. “Now that we have NSD, our support staff can work more  efficiently.”

Nisa continued: “As for human resource management,  we know how each staff member works so we can tell them how to fix their  problems. When the problems are solved, that’s our benefit – we get  better performance.”

Moreover, the IT Department was able to use  the reporting features from the NSD system to formulate a plan for  exchanging computers for the users. This helped to decrease problems  that were occurring from the older models.

NetkaQuartz can handle more than just IT requests
Because  NetkaQuartz has adaptive functions, Amarin elected to use the software  solution for other departments outside of IT service, including  purchasing, maintenance and inventory. Amarin teamed up with Netka, the  software developer, to adapt the solution to meet all of the demands of  the different departments.

Applying NSD to other departments did  not require purchasing any additional licenses, however, as Netka does  not charge per user. This is another strong point of the NSD solution.

Following the e-Book Trend
Amarin  recently expanded into the digital realm by offering e-Books and  e-Magazines through mobile apps for the iOS, Android and Windows  smartphone operating systems.  Customers can now buy e-books  conveniently via their tablets or smart phones, with a range of titles  as large and diverse as any of Naiin Pann’s brick-and-mortar stores. The  company plans to promote e-books without reducing the importance it  places on actual branches. Amarin will launch a number of promotional  campaigns, especially towards the end of the year, to stimulate book  sales via the online stores during the holiday season.

With the  help of NetkaQuartz Service Desk solution, Naiin Pann is expected to  soon become a leader in online digital media delivery, and continue as  one of the country’s most popular book stores well into the future

Credit by E-Enterprice No.297 ,November 2013

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