JSC Uralsvyazinform (The project of control automation by IT customer service in the Ekaterinburg branch of JSC Uralsvyazinform)

The largest telecom operator of the Ural region automated an incident management process in the division and increased customer service quality in Yekaterinburg and Sverdlovsk region.

The project was implemented by specialists of NAUMEN company based on the Naumen Service Desk software product.

Project Objectives

With entry into the market of mass ADSL Internet access growth of a subscriber base of the Ekaterinburg branch accelerated. In these conditions for preserving of service quality of the company effective management tools were required by IT customer service. With their help it was necessary to organize accounting of incidents, process control of their solution and to exercise quality control of support of subscribers.

Providing employees of support service 069 and engineers of Utel with up-to-date information about clients, the services provided to them and also the technical information about connection infrastructure online became an important project task.

Product Selection

For project implementation representatives of EFE "Uralsvyazinform" selected the Naumen Service Desk software product of production of the Russian company NAUMEN. Presence at the supplier of experience of successful project implementation in telecom business, including solving of tasks in the field of integration of information systems became the basis for such choice.

Project Progress

Specialists of NAUMEN conducted preproject examination, prepared technical specifications on adaptation of Naumen Service Desk and integration with internal systems of the Ekaterinburg branch of JSC "Uralsvyazinform", developed the corresponding modules and provided key user training.

Start of a system in trial operation took place in three months from the moment of the beginning of the project, after completion of works on integration with a system of accounting of clients of the Ekaterinburg branch of JSC "Uralsvyazinform" the application was transferred to the mode of commercial operation. Thanks to daily synchronization of data with a system of accounting of clients and their connection points to SPD engineers of Utel had an opportunity during the solution of incidents to quickly obtain up-to-date data about the client, characteristics of service and parameters of connection.

Project Results

At the moment users of Naumen Service Desk are more than 100 employees of the Ekaterinburg branch.

Using Naumen Service Desk the incident management process was automated. Employees of a support service had an opportunity to consider and classify incidents. For requests of different types different routes of processing are used, behind the course of processing it is controlled using the procedural terms depending on the service level of the client. If an incident was not solved at the scheduled time, its automatic escalation is made. Besides, heads had an opportunity to control efficiency of divisions and customer service quality by means of automatically created reports.

Further it is going to give an opportunity for work with Naumen Service Desk to other divisions of the Ekaterinburg branch of JSC "Uralsvyazinform".