The Tcell operator begins automation of service Service Desk

The Terrasoft group announced on March 15, 2013 the beginning of the project of automation of service Service Desk in Tcell company.

Reference points

Increase in level of satisfaction of subscribers of the company for the account optimization and process automation of work of the technical support service of subscribers integrating several departments became a main objective of the project: managers of a support service, SNO Helpdesk and Tech.Helpdesk. Main objectives of the project: automation of attendant workstation, implementation of incident management processes, problem managements and level of service.

Objectives

Using BPMonline Service Desk the customer is going to register all customer appeals connected with tariffing of services, communication quality, VAS services, system payments which solution requires joint work of several divisions. All data on the course of the solution of incidents, the performed works and the taken measures will be registered here.

Terms of reference - the first stage

Development of technical design of the solution including the functional concept will become the first stage of the project. Consultants of Terrasoft will carry out also complex consulting on process of management of problems then control automation by problems and also service requests, and level of service will be implemented.

At the third stage of the project it is necessary to execute a number of manipulations with the information systems which are already installed in the company. In particular - integration with automatic telephone exchange of Avaya that will give an opportunity to integrate all channels of customer interaction and to ensure the coordinated work on these channels. At the time of a call operators will obtain all necessary information on the subscriber (open addresses of the subscriber, his location, tariff plans, payments and debts, other data) for providing the competent answer.

Also integration with the rule of billing Golden eagle installed into Tcell companies which result there will be a fall forward of request processing and transparency of process of service is planned.

Expectations

As the result of implementation of the project on automation of service Service Desk, the management of Tcell is going to increase significantly the processing speed of addresses, to reduce the number of the same addresses, to improve service quality of subscribers.