Business center Ducat of Pleys of II (Implementation project of a service management system (Service Desk) of clients)

Business center "Ducat of Pleys of II"

Implementation project of a service management system (Service Desk) in the Moscow business center "Ducat of Pleys of II". Project implementation allowed management company to improve service quality of tenants.

The project was executed by specialists of Proservice and NAUMEN companies.

Purpose and project tasks

To increase service quality of tenants the management of business center made the decision to reorganize process of the order and provision of services of administrative department, a security service and IT support.

Providing an opportunity to clients in a convenient form to order services and to quickly solve any problems arising at their use became a main goal of the project. For implementation of these purposes, it was decided to create the service Service Desk which is responsible for order taking of clients and control of their accomplishment and also to implement the information management system customer service.

Project Progress

As the general contractor in the project the Proservice company providing to business center services of IT outsourcing acted. Having conducted a research of the market and having compared several domestic and foreign solutions, specialists Proservice stopped the choice on the product Naumen Service Desk and its supplier, the Russian company NAUMEN having successful experience of project implementation in support services of many Russian companies including business centers. Specialists of NAUMEN carried out works on system deployment in the territory of business center and proposed ready-made solutions for the organization of processes.

Project Results

Implementation of Naumen Service Desk allowed to improve work of the division performing functions of a uniform contact point of tenants with engineering service, IT support and a security service of the business center. Tenants "the Ducat of Pleys of II" had an opportunity to order any services by method, convenient for themselves – by phone or through "personal account". Requests for receiving services and any customer appeals are fixed in the single database and processed by uniform rules. After registration the request is transferred to service or the external contractor who is responsible for providing service – utilities, communication services, IT services or security. All processing stages of the request up to its solution are fixed in a system, at the same time the client at any time can obtain information on the course of accomplishment of the request.

In Naumen Service Desk management of processing of requests is conducted on the basis of priorities which are appointed automatically. Data source for purpose of a priority is the uniform directory of the services provided to tenants. Regulations of provision of services and a control facility behind their observance were developed for the project. It allowed to make flexible the settlement scheme of procedural time for permission of different type of requests.

With system implementation there was an opportunity to keep statistics of addresses of tenants and to create reports for the management of the business center. Also information system allows to keep account of the supplies used in the course of provision of services, to create reports on the provided services, the used materials and overall effectiveness of work of services.

Thanks to a connectivity to Naumen Service Desk using portable personal devices (PDA) engineers of support services and operation, being in a coverage of a wireless network, can quickly obtain information on new requests, note stages of their accomplishment and fix closing of the request in the presence of the client.

Project orderers highly appreciated the received results and efforts of specialists of Proservice and Naumen companies. Further it is supposed that using Naumen Service Desk the requests of tenants addressed to accounting of business center will be processed.