The Ural MegaFon transferred support of a corporate portal to outsourcing

On February 10, 2015 the Softline company announced providing the round-the-clock technical support and improvement of a system of search on "A corporate portal of knowledge" of the Ural branch of MegaFon company.

Project Tasks

Service support of MegaFon is performed by call center where more than 200 employees - users of the "Corporate portal of knowledge" operating on the SharePoint 2013 platform work. Ensuring smooth operation of call center, optimization of search of the necessary information and accelerating response to requests of subscribers, the customer made the decision on transfer on outsourcing of tasks of the equipment of work of the portal. As the partner on a competitive basis the Softline company is selected.

Project Results

Within the project specialists of the contractor provided to the customer a dedicated line for permission of technical requests. Users can ask for the help by means of service ServiceDesk, e-mail, telephone communication. The contractor undertook diagnostics of failures and failures in a system, their elimination, installation of updates of the portal. All services turn out 24/7 that is caused by the round-the-clock operation mode of call center.

"The uniform technical support service helped the organization to increase stability of IT services and to minimize influence of technical idle times on work of users. The improved system of search on "A corporate portal of knowledge" will allow call center operators to find quicker the necessary information and to process more calls of subscribers", - Nikolay Pozdnikin, the manager on sale of solutions of Softline company told.

"Thanks to technical support services of Softline we managed to improve work of "A corporate portal of knowledge" – one of the main information sources in work of call center specialists and brand salons. According to the results of an annual research of level of satisfaction of users with work of information systems the retrieval service on the portal received assessment of 100 points from 100 possible. It demonstrates to successful project implementation and its importance for us", - Alexander Tropets, the sales executive and to service of MegaFon company in the Urals noted.