Service-desk based on Microsoft Dynamics CRM from INPAS company

2012

For project implementation the management of INPAS addressed Manzana Group company. The important role when choosing the partner was played by experience of the Manzana Group command in the development area of software solutions for business automation, including – in the companies with a kind of activity, similar to INPAS. And also – existence in a portfolio of Manzana Group of the ready-made solution for management of service maintenance of Manzana xRM Service.

The solution Manzana xRM Service is developed by specialists of Manzana Group company based on the Microsoft Dynamics CRM software products and technologies of Microsoft. It provides all necessary functionality to make customer service process transparent, convenient and controlled and also provides to clients convenient tools for self-service.

A system allows to automate a full stroke of customer service management: acceptance and registration of requests, accounting of labor costs and routing in a support service, control of completion dates and accounting of amount of works under agreements. For clients the convenient option of independent access to the requests, the knowledge base and storage of documents via the web portal is provided.

"For the companies staking on high quality of customer service, automation is an indispensable condition of effective development. The IT system is capable to undertake the main volume of routine transactions, giving the chance to execute bigger amount of works by smaller forces, to identify and exclude unprofitable works, releasing the manager's time for the solution of more global, strategic tasks. For this purpose also the solution Manzana xRM Service was developed", – Palenov Oleg, the CEO of Manzana Group notes.

Using the solution Manzana xRM Service the set of the processes connected with customer service of INPAS is controlled today including: registration of requests of clients, their prioritizing taking into account criticality degree, processing of requests. The solution allows to control effectively the working time of employees spent for accomplishment of tasks, to keep account of service agreements according to the set classification, accounting of version control of systems on which service support, the accounting of licensing of the supported systems is carried out.

The solution also began to be used by department of development of software products. For these purposes solution integration of Manzana xRM Service and Microsoft Team Foundation Server (TFS) 2010 was implemented. This integration allows to communicate quickly about the found faults in software products between departments of service and department of development, without changing for each of departments of usual rules of work both with TFS, and from Manzana xRM Service. The solution allows to keep track of the statuses of problems and terms of their solution. The configuration of an integration bus gives the chance to interact with the TFS projects of any configuration via the Manzana xRM Service interface. It allows to reduce time for troubleshooting and to increase quality of the rendered service and the developed software.

Creation based on Manzana xRM Service of the uniform corporate Knowledge base on clients and projects became an important result also.

For convenience of communications with clients the solution Manzana xRM Service was integrated with the INPAS portal for acceptance of client messages.

2011

INPAS company provides to the clients who signed agreements of maintenance of software, the authorized input on the Service-desk portal located on the official site of INPAS. On this portal clients can see all the addresses, their status and comments, to create new addresses or to leave the comments on already existing. Also on the portal news of software of the Company, the description of the existing Software solutions and freely extended by software of INPAS company are available. A new system automatically registers addresses from the portal, controls terms of processing of addresses, according to the agreement of maintenance of software, and informs on their violation. Thus, the client has an opportunity to monitor process of troubleshooting of on-line. The possibility of creation of the address and information links is available to not authorized clients.