The Ukrainian provider "Volya" upgraded to the new version of Naumen Service Desk

The Ukrainian national telecom provider "Volya" completed the project on updating of the technical platform providing management of IT processes and requests of clients of the company. Transition to the new version of the Naumen Service Desk system allowed provider to increase the number of at the same time working employees in a system up to 600 people and to optimize operating costs without loss of quality of provision of services. The project is executed by NAUMEN company.

The Volya company conducts the activity in 20 cities of Ukraine, providing to more than 1.3 million subscribers telecommunication services of new generation: high-speed Internet access, digital and HD television, multimedia services and also – services of a hosting of servers in the data center, largest in the country.

Constantly expanding geography of the presence and increasing the customer base, the company aims to optimize business processes for the purpose of providing to clients demanded services of high quality at the beneficial price. For implementation of these tasks the provider decided to upgrade to the new version of the information system Naumen Service Desk that the number of the employees who are at the same time working in it to 600 allowed to increase and to provide the high level of high-speed performance and customer service quality.

According to the results of the project executed by specialists of NAUMEN company performance of work of customer support increased. The failsafe software solution ensures functioning of service without idle times, allowing to conduct customer service in mode 24х7. Using the new management tools which are available in an information system the staff of service processes more than 150 thousand requests monthly.

The user interface of a system created using Google Web Toolkit technology contains convenient forms of information search and registration of addresses, blocks of the main and operational information, link to articles "Knowledge bases" and also – the tabs "Agreement", "Addresses", "Traffic Internet", "Reconciliation of Payments", etc., containing all necessary information on the client.

Obtaining data from a billing system and monitoring system in the automatic mode, operators of the first support line see the broad picture of financial and technical condition of the services rendered to the client on the working screen and can quickly define the reason of the arisen problem: negative balance, fault of the equipment, accident, etc. It became possible thanks to integration of Naumen Service Desk with external systems which is executed on initial stage of software implementation. Identification of the client is made automatically by the phone number got by Naumen Service Desk from a switching platform of call center.

On the logon page of addresses operational news about the works or accidents in network which are carried out by the company actions, etc. are also displayed. Availability of information allows employees of a support service quickly and to qualitatively service incoming calls of clients.

During the project the solution allowing to create the document – the order – is developed at registration and processing of requests for connection of new clients or at sale of an additional service on the existing agreements. Using an order form with fields, ready for filling, the operator easily creates a new object in a system, selecting the necessary tariff plans and other parameters of provision of services from the offered options. The entered data automatically remain in a billing system.

One of the important project tasks implemented by specialists of NAUMEN – the automated control of loading of employees of a support service in all cities of presence of the company. Due to this function effective management of process of load distribution among exit groups of engineers taking into account the district of the city, the number of the registered requests and a time frame is provided.

"Thanks to implementation of Naumen Service Desk it was succeeded to achieve high efficiency of work of customer support and to increase quality of provision of services. Time of processing of one call was reduced to 1.5 minutes, and the quantity of errors at registration of requests decreased by 30%. I will note the high professional grade of the NAUMEN command. We hope that subscribers will estimate efficiency of the implemented changes and improvement in service processes", – Yury Gonchar, the analyst of computer systems of Volya company summed up the project results.

In the information system Naumen Service Desk the leader the telecom provider of Ukraine works since 2007. A system was implemented for consolidation of information and process control of customer service. During use of a system the customer could test all opportunities of the software solution and estimate its advantages in comparison with other products used in the company earlier and also – applied in parallel with Naumen Service Desk now. Based on comparison the company management made the decision to pass in the short term completely into the NAUMEN system.

"We are glad that the Naumen Service Desk system could implement the highest requirements regarding deep automation and scalability of processes of interaction with subscribers of the leading Ukrainian telecommunication provider. Confirms this fact systems capabilities of Naumen Service Desk: to qualitatively ensure functioning in geographically distributed structures and to fully automate processes, key for business", – Dmitry Rubin, the head on development of the Naumen Service Desk direction of NAUMEN company noted.