The AK BARS bank transferred service of the copy equipment to outsourcing

On March 20, 2017 the Softline company announced project implementation on outsourcing of printing for AK BARS Joint stock bank.

PJSC AK BARS (2016)

Project Goals and Objectives

Bank departments are equipped with copy appliances and the MFP which are necessary for personnel for accomplishment of working tasks. Hardware maintenance in each branch was performed according to different scenarios: both own specialists, and contract organizations with which each branch signed the separate contract were involved.

For providing the high level of service with uniform point of entry the management "AK BARS" of Bank made the decision to transfer service of the copy equipment to outsourcing to the uniform contractor. Such approach provides effective control of expenses on maintenance and operational permission of technical requests in all bank branches.

Project Progress

As the main model on a format of pricing pokopiyny service at which the maintenance cost for each device is calculated, proceeding from print cost was selected. It simplifies financial planning, allows to manage quickly the park of the equipment, cuts down overheads and costs for formation of repair stock.

Considering scale of the forthcoming project which affected work of all branches, and having mature approach to the organization of IT infrastructure, the bank announced competition, one of conditions of participation in which was a successful passing of pilot support of several branches. The pool of potential contractors was created from the leading participants of the market of IT outsourcing, and several regional platforms within the terminal agreement were transferred to each of them to service. The companies had to show the techniques of setting on service, operation processes, the principles of formation of repair stock, etc.

Softline provided for 63 bank departments "AK BARS" of service of pokopiyny printing for more than 600 units of the multiple copying equipment. Experts of Softline carried out inventory of the equipment which each copy is marked with indication of contacts of technical support service. In branches the repair stock with a permanent stock of component parts was created and processes of the guaranteed maintenance of the equipment within four hours in the round-the-clock mode on the highest priority are configured.

The Service Desk system of the customer is integrated with service Service Desk Softline. The inquiry of users is sent to technical support service of bank, and he is automatically had to Service Desk Softline. All addresses of users are kept by the selected coordinators of technical support who transfer them for further permission to regional engineers. Work with requests is carried out as far off, and with departure of specialists in office of bank if it is necessary to arrive to the platform to fix a problem.

The service of quality keeps track of efficiency of processing of requests. Users can give a mark for execution of works. The form of the reporting which is provided monthly and is discussed within the working group on the project is approved with bank. Complete statistics of request processing and the reporting according to the results of their accomplishment online is also available to the customer. Every month the support service of Softline fulfills up to 120 requests, 95% from them require departure. From the moment of start of the project the level of service is executed for 98% that conforms to requirements of the signed contract.

"It is the interesting and large-scale project allowing to involve the accumulated experience, competences and resources of Softline in the direction of regional distributed maintenance. Detailed study, the regulated process of setting on service and constant control of quality allow our service center to provide high-quality service in the market. The client received the uniform level of service and complete transparency for any of the serviced branches – Barnaul, West Siberian, Izhevsk, Krasnodar, Novgorod, Omsk, Perm, Saratov, Ulyanovsk, Ufa, Chistopolsky, Krasnoyarsk, Orenburg, and additional offices". Mikhail Saygin, head of service projects of Softline company

"Transition to pokopiyny service allowed us to reduce charges of the office equipment. Considerably payment process of technical support became simpler: now we monthly receive the account which forms upon the consumed services. So we had an opportunity on a centralized basis to create the long-term IT budget in bank branches, and for the transfer account of a part of works to the outsourcer our technicians had an opportunity to concentrate on the solution of tasks, profile for bank". Timur Kusharev, associate director of department of IT of PJSC AK BARS BANK