Rozetka.ua implements support system of clients in the spirit of the practician of ITIL

On January 20, 2014 the Terrasoft company announced process automation of work with written addresses and content management in Rozetka.ua online store by means of the Service Desk system of Terrasoft company.

Project Tasks

Implementation premises - rapid increase in quantity of new types and types of goods, permanent growth of the customer base.

Project Progress

With start in operation of BPMonline Service Desk time of processing of written addresses and change orders of information on the website was reduced, communications between service of content and service of product management are improved.

For acceleration of updating of information on the website, the change management process is implemented. A system automatically determines time necessary on accomplishment of each change request analyzes loading of content managers and creates a task in the schedule.

Within the project segmentation of addresses is carried out, categories which became a basis of the directory of services are selected. Process of distribution of requests between operators on complexity level is configured that allowed to increase considerably the speed of providing the answer to everyone of e-mail address.

It is possible to determine planned by the block of analytics and to carry out the analysis of the actual indicators on work with addresses, to calculate efficiency of operators, content - and a product managers.

"Implementation of Service Desk-системы in online store No. 1 in Ukraine — an example of how the recommendations of ITIL library can be applied to the solution not of IT tasks. The best practices of ITIL helped Rozetka.ua to increase productivity of work of employees and quality of communications between departments" — Alexander Zlotko, the director of management practice by service of Terrasoft group noted.