ECCO automates management processes of IT

On April 1, 2014 EKKO company announced the project on transfer of functionality of the divisions on the OMNITRACKER platform.

Project Tasks

Before implementation of the OMNITRACKER platform service divisions of EKKO company had no formalized management system. Operational processes were based, generally by e-mail, phone calls, the tabular editor of Excel and paper document flow, and therefore calculation of cost of services, monitoring of quality and speed of work of service divisions technically was not represented possible.

The project meant that the new IT platform will eliminate organizational gaps in functionality of customer services in the same way as it was earlier made concerning technical support service of department of IT of EKKO.

Eccentricity of the project - in transfer of customer services, other than IT, on the automated service system with accurate, put in it, SLA mechanisms, accounting and control of execution of requests.

Project Progress

Investments into the project were limited to purchase of additional licenses, and the stage of implementation lasted 1 month, and implementation was performed by own forces without involvement of external consultants.

The project began about process descriptions of service divisions by means of studying of the existing normative materials regulating the current work of service divisions and with an interview of owners of processes.

The list of the directions on the service divisions which are subject to transfer to the new scheme of work on the new platform is created is incident management with in advance defined standard operating procedure on the basis of the developed standards on which operating procedure is standard and normalized.

On each of the directions developed an order of passing of requests in a new system and SLA, the card of business processes is made. All this formed the basis of the new integrated regulations of the rendering services approved by all participants of the changed processes. Then all processes described in regulations were implemented in the OMNITRACKER system. After training of specialists of customer services in work in a system and the approvals of the user instructions, service divisions were transferred to work in OMNITRACKER.

Work on the project took less than three months. The equipment on which a system works did not require replacement, and all necessary changes in a system for work of all service divisions were made forces of one IT specialist.

Project Results

The company received a number of significant improvements in work of divisions. Speed and quality of the solution of incidents increased, a new system allowed to bind work of staff of the customer services to KPI which are used in calculation of their motivation and also to make transparent calculation of required resources of service divisions that promoted optimization of the state. The possibility of carrying out the analysis of growth or decrease in incidents in different periods of time, in the different directions, shops, regions, departments for the purpose of adoption of the correct management and system solutions also is important. In addition, the volume of paper document flow significantly decreased and time of the solution of requests was reduced. And, at last, the loyalty of buyers increased, in general, and this fact is one of key performance indicators of retail business.

"Creating OMNITRACKER, we expected that our product will become the versatile tool capable to enter improvements to versatile customer services, without being limited to an information technology sphere. Our principles are based on understanding of the general interaction logic of business processes therefore OMNITRACKER can form base for creation of the most various systems of provision of services", - Michael Dobner, the CEO of OMNINET of Russia and the CIS noted.

"Adaptation of the best technology the practician, used in IT in business processes of the company, – a characteristic example of how the IT service can and should be not only the service, but also at least optimizing for business division. The OMNITRACKER system existing earlier only for work of technical support service of IT department which proved for several years as high reliability and development from vendor allowed us to implement in it work of all customer services of the company with the minimum costs and terms that made business of the company still Bol optimal and technological", - Sergey Prokhorov, CIO ECCO in Russia explained.