Comstar-Direkt (STRIM) Ltd (Automation of an incident management process in customer support)

Project task in Comstar-Direkt Ltd is automation of an incident management process in customer support. The project is implemented by NAUMEN based on the Naumen Service Desk software product.

Project Objectives

The support service "STREAM" represents the channel of interaction with a 500-thousand subscriber base of the company. Daily over 5 thousand customer appeals come to service, more than 90% from them are solved employees of 1st Line, the others are given to technical specialists of 2nd Line. The addresses connected with problems in express speaker circuits of MGTS are sent to Management of data networks of MGTS.

For preserving of service quality in the conditions of rapid growth of a subscriber base "STREAM" the means providing high percent of solutions of incidents in 1st Line, accounting and control of processing of more difficult incidents including operational interaction with services MGTS were required.

Choosing a Solution

Specialists Comstar-Direkt carried out the analysis of the domestic and foreign solutions which are present at the market of the systems of the class Service Desk and Help Desk. Taking into account the scale of the project during which it was required to automate over 450 jobs and to adapt a system to requirements MTU-Intel, it was necessary to select the supplier capable to propose a scalable solution with a high performance, profitable license policy and ready in a short time to implement an implementation project.

Representatives Comstar-Direkt made the choice for benefit of the solution Naumen Service Desk of production of the Russian company NAUMEN. The selected solution is based on a software platform of Java 2EE/Oracle and by the opportunities is the leader among the domestic systems of the class Service Desk. Under the terms of the signed contract the NAUMEN company undertook obligations to implement a "turnkey" implementation project within 6 months.

Project stages

As a result the project starting in June, 2005 successfully came to the end with start of a system in trial operation at the end of October, 2005 and in industrial – at the beginning of January, 2006 when a system was transferred to service support within which there is a development within 3 years.

Project Results

Based on Naumen Service Desk the incident management process was automated. Employees of a support service had an opportunity:

• keep account and classification of incidents;

• to quickly solve standard incidents on 1st Line using the special questionnaire (troubleshooter);

• obtain information on the history of processing of incidents;

• perform flexible routing of incidents of a vzavisimost from type on the working groups of specialists;

• prepare the operational reporting means of a system and unload Crystal Reports given for formation of the analytical reporting within corporate service by means;

• transfer incidents to the system of abnormal tickets of MGTS and control their further processing.

Naumen Service Desk provided a support service with control facilities behind observance of procedural terms of elimination of incidents. Calculation of procedural terms is conducted taking into account information on the service level of the client. A system also gives an opportunity to vertical and horizontal escalation of incidents for control of service of VIP clients, work with mass problems and use of different operation cycles (workflow) for incidents of different type.

Interaction of Naumen Service Desk with ASR "Amethyst" allows to use during processing of incidents of data on clients, agreements and services. The incidents which are in an area of responsibility of MGTS are automatically transferred to the system of abnormal tickets.

Also the company works with a large number of partners (dealers), responsible for technical works at the final subscriber which are also included in the general information exchange, receive tasks and report for them within Naumen Service Desk.

Extremely important for the customer became the functionality block connected with processing of the electronic addresses arriving by e-mail: in a system the intelligent mechanism of analysis of mail allowing to register automatically according to the incoming letter an incident, to attach him to the agreement/client, to distribute in responsibility of the working group or specialist is configured