Institute of automated systems (Naumen CRM)

The implementation project of support system of transactions and business (OSS/BSS) of Naumen Telecom was begun in January, 2005 and included several stages connected with implementation of separate system modules:

• a subsystem of CRM for process management of sales of services and connection of subscribers;

• Service Desk subsystem for management of work of a support service.

Also within the project system implementation of electronic document management of NauDoc providing automation of preparation and approval of documents in sales processes of services and connections of subscribers was carried out.

The project was implemented by joint forces of specialists of IAS and NAUMEN company.

Project Objectives

It was required to the company:

• arrange work of all divisions at sale of services and connection of subscribers;

• introduce control of execution of operations at stages of these processes;

• control observance of procedural terms;

• automate accomplishment of routine transactions (for example, by preparation of standard documents);

• integrate sales process of services with process of technical support of clients;

• automate internal document flow.

Project Progress

According to requirements of technical specifications the NAUMEN company made completion of functionality of Naumen Telecom, system reference books and reports are configured. For the staff of the company training courses on operation and administration of the modules Naumen Telecom and electronic document management systems of NauDoc were conducted.

In the project progress in IAS were automated:

• a full stroke of works on connection of subscribers from preprodazhny activity before technical connection of service;

• process of technical support of clients and internal users;

• preparation and approval of the documents used in sales processes of services and connections of subscribers.

Based on the module CRM the single database storing all customer information, agreements and the provided services was created. The information access about clients is differentiated according to powers of employees, control of making changes within processes is organized. For management of sale of services the business process settings allowing the management to monitor passing of transactions with clients are configured. The total quantity of users of the module CRM makes about 150 people.

The automated process of technical support includes procedures:

• acceptance and request processing on technical support from clients and internal users;

• permissions of requests technical specialists;

• managements of chronic problems;

• maintaining the knowledge base on often found questions;

• accounting of the provided services and their parameters.

Project Results

Implementation of Naumen Service Desk increased transparency of information on faults and failures of network equipment and violations of operability of services. Respectively the volume of the statistical data suitable for the analysis using reports increased. The control facilities of an area of responsibility and observance of procedural term of a fault repair which are available in Naumen Service Desk will allow to increase the general controllability of process of permission of requests.