Enterprise Solutions Center automated service support with Naumen SD Pro

2023: Customer Support Transfer to Naumen Service Desk

The outsourcing company Center for Corporate Solutions (CDC) has transferred client support to the Russian product Naumen Service Desk Pro. This solution made it possible to unify the process of providing services and thereby increase customer satisfaction. More than 40 thousand requests are processed monthly in the system. This was announced on December 7, 2023 by Naumen (Naumen Consulting).

All service organization requests for changes to IT infrastructure or incident resolution are now processed in one place. In total, the catalog of services available for ordering in the solution contains over 300 items and 18 functional units. The self-service portal with an intuitive interface allows customers to send requests to the CDC services on their own.

With the help of the Naumen product, the company has reduced the processing time of client calls, as a result of which the quality of the service provided has improved, and customer satisfaction has also increased. The transparency and speed of the process is ensured by the ticket system and routing: the user selects the service + request type + value from the directory and based on this the system determines the route and SLA on request.

For the convenience of employees and clients, Naumen is integrated with Outlook, notifications to Executors come by stages: the fact of registration of the request + its number, request for clarification from the User, suspension (for example, in the case of equipment purchase) and completion of the request with a comment on the decision. Also, when communicating with the User, notification templates are configured so that the responses of the Performers are identical and comply with the client orientation rules.

The number of active Users of the system is more than 70 thousand, the number of Performers on requests is more than 1 thousand people.

The quality service receives feedback from customers in Naumen SD Pro, which helps to constantly improve the external service. The CDC uses the Naumen SD Pro system to provide outsourcing services: customers receive service support from various business functions - HR, accounting, IT and others - in a single window format.

The Naumen SD Pro solution allowed the CDC to comprehensively approach the organization of service support and build the most transparent process of processing requests from customers and employees. The high flexibility of the system ensures the successful use of the service approach in all business divisions of the holding, not only in IT services, - said Jan Kuznetsov, head of Service Management practice at Naumen.