Terrasoft Service Desk is implemented in Eurobank

Eurobank Ltd and Komplit company, the certified partner of Terrasoft in Republic of Belarus, announce project completion of automation of customer service of bank. On analysis results of the software market implementing the principles of ITIL, the customer selected for implementation the optimal solution by the price-quality ratio — Terrasoft Service Desk.

The purposes of this project were optimization of the organization of work of IT management and increase in level of satisfaction of users; specific objectives — creation of service Service Desk; implementation of incident management processes and problems.

Results of Implementation:

• the organization of a uniform point of acceptance of requests for reduction of time for problem definition and understanding of an essence of problems;
• optimum allocation of tasks among the staff of IT management according to qualification (only employees of the lower link deal with standard issues of support);
• reduction of time for working off of requests;
• increase in amount of works, executed by IT management;
• correct determination of a priority of requests;
• timely control of request processing;
• possibility of flexible response to problems and forecasting of problems due to maintaining statistics and data analysis;
• possibility of quantitative assessment of the done work on the basis of automatic calculation of key performance indicators;
• an opportunity to be engaged in strategic problems of development and planning of the direction.

The customer uses Terrasoft Service Desk for the organization of work of customer support department of a system the client bank and internal users. Now the customer base is kept in a system where all customer appeals are registered, beginning from simple requests and finishing with the complex problems requiring joint work with developers of the program. Here all data on the course of the solution of incidents, the performed works and activity undertakens are kept.

According to the management of Eurobank Ltd in modern conditions business development without the corresponding development of IT infrastructure is impossible. The Terrasoft Service Desk system in this case allowed to optimize management of IT infrastructure according to the international standards and methodology of ITIL. Achievement of high rates of the service level of clients is promoted also by active use of tools of the knowledge base and a web office for clients.

So far employees of the bank actively use a system within 6 months. According to specialists of bank, a system proved the usefulness, all arising questions on setup and operation of a system were solved quickly and qualitatively. Its further development is planned.