Pony Express will organize an incident management system

The FREYT of LINK company completed the project on the organization of an incident management process and service requests, automating process on the basis of the CleverENGINE software product, the OmniNet company integrator reported on April 8, 2013.

Briefly

The project is directed to solving of tasks, information systems, widespread in the field of operation, – on user support quality improvement, implementation of practice of measurement of results of activities for customer service for the purpose of a possibility to make the justified management decisions.

Result

The organization of incident management and service requests implemented based on OMNITRACKER increased efficiency more than 3500 internal users of "FREYT of LINK" – specialists of the central office Pony Express in Moscow and also the employees more than 48 branches of the company in Russia and the CIS. In the conditions of limitation of human resources, today about 80% of addresses of users are accepted via electronic communication channels (the web interface and e-mail) and automatically goes to profile groups. Respectively, only duty specialists of Pony Express process 20% of addresses by phone that significantly reduces load of telephone lines and increases efficiency of the answer to requests of clients. Accurate control of order of processing of addresses and the objective assessment of loading of resources which became results of automation of process allow to identify and measure "bottlenecks" in activities for a customer support.

"The OMNITRACKER platform, the CleverENGINE software product and Cleverics company are result for us of the long and scrupulous choice in the market of automation systems of IT services of the enterprise. During this process we estimated over 10 solutions of different vendors by more than 50 functional and process criteria. Including project approach of the company performing implementation, its experience and understanding of differences of processes of ITIL library from real IT processes was analyzed. Of course, also TCO of the proposed project solution was estimated", – the director of information technology of JSC FREYT LINK Andrey Beloborodov comments.

Solution

"The flexibility of the OMNITRACKER platform allows to adapt practically to any requirements of any sphere of business. At the same time the standard functionality of the platform already gives ample opportunities of automation of IT processes, – the CEO of OMNINET in Russia and the CIS Michael Dobner supplements. – Our partner Cleverics company is a recognized professional in expansion of functionality of the OMNITRACKER platform and its adaptation to specific requirements of this or that type of business".

As the automation equipment the software solution CleverENGINE on the OMNITRACKER platform is used. Thanks to the developed ready functionality the general labor costs on the CleverENGINE setup made less than ten days. Training of staff of Pony Express provided within the project promoted that specialists of the customer executed an essential part of completions independently and received necessary competence for future development of the automation system.

The next stage of optimization of IT processes of the customer will become formalization and automation of a change management process. At the same time this project is going to be implemented with the minimum participation of external consultants: using the saved-up competence and methodical practices, the management of IT department of JSC FREYT LINK intends to perform necessary works most independently.