Rostest Moscow (First BPM Form)

In September, 2016 in Rostest Moscow company the project on system implementation "the First BPM Form" came to the end. The customer started use of a system in July, 2015.

Prerequisites

Every day employees Rostest Moscow receive about 200 e-mails: about 50 letters come to a corporate mailbox and are processed by office, and about 150 more letters come directly to departments and laboratories. Most often letters contain new work requests or questions on the applications submitted earlier. These letters need to be distributed on contractors, and ideally – at once to tie to the necessary requests in the form of a chain "question-answer"".

Earlier incoming letters were printed and in paper form were sent to heads for consideration, and after pronouncement of resolutions were sorted by departments and already there were transferred to contractors. Office and heads of departments spent a lot of time for analysis of papers, but all the same on that the letter fell into hands of the addressee, several hours left, and even it is more. Sometimes documents mistakenly got to other department, and then contractors received them with even big delay. Customers were dissatisfied that they receive answers with a delay. Many customers instead of e-mail prefer to apply for information on phone. As a rule (on the corporate website) it is possible to find in the general access only phones of heads of departments therefore all shaft of incoming calls fell on them. In response to each telephone request the head had to remember or look for data on the one who exactly of his employees is engaged in this request among the records and to readdress a call or most to select the necessary documents.

On all these negotiations and search left for two-three hours a day, and for the head of large department time is a supervaluable resource. Having analyzed these problems, the company management came to a conclusion that it is impossible to build processes at work with paper documents more – it is necessary to pass to modern electronic document management.

System Selection

The company addressed to First Form in 2015, in search of the platform for business process automation. In addition to First Form also other products were considered: "Bitriks24", 1C: Document Flow, Euphrates. As a result having compared functional and technological capabilities of systems, Rostest Moscow stopped the choice on First Form. On a response of the customer, the user-friendly interface and the flexibility of the platform allowing to model practically any business processes became its main advantages and it is easy to adapt them in process of change of requirements of the company. As First Form works in the browser and does not require the software installation, with its help it is possible to provide access to external users easily. And existence of mobile application allows employees to work with a system not only from office, but also on departures.

Project Progress

In two months after acquisition of a system the basic functionality that users got acquainted with a system was started in action and "accepted" it. Then gradually the company began to increase a scope and depth of study of solvable tasks.

Automation of work with the entering and outgoing correspondence became a priority of implementation of First Form. First, the solution of a burning issue had to bring to the company fast and notable benefit, and secondly, would allow to feel real systems capabilities to not only users, but also administrators, was going to configure and support a system, including, own forces.

Processing of addresses

The letter arriving on any mailbox is transformed to order for which the contractor and term is appointed. The customer is told at once contacts of that employee who will be engaged in his request that communication went directly, without excess search.

The company decided not to try to obtain full automation – for each specific order the contractor is all the same appointed manually. It does distribution process more flexible and managed. The office is engaged in processing of incoming correspondence – her employees create in a system record which automatically is registered in the magazine of incoming correspondence and is transformed further to a task. This task is transferred to specific division, to the employee who is well knowing specifics of his work. But as the majority of fields is autocompleted, and began to find missing information much more simply, this work takes no more than two hours a day.

Processing of outgoing correspondence is also automated. For example, it is enough to employee of contractual department to make out a bill or to prepare the commercial offer, and the document will be automatically sent to the customer. All correspondence is stored in a system in a binding to the specific request, the necessary document is for read seconds.

With implementation of First Form the adherence to deadlines of accomplishment of requests became more accurate and transparent – according to each address the customer is told consideration term at once that allows to plan expectations truly. Direct contact between the customer and the contractor accelerates work approximately for 30% – all amendments and issues are resolved almost online. The head of department at any time can check the status of each request and take measures in advance, but not after receiving a claim from the customer. As a result, the number of such claims was considerably reduced.

Mobility

Work does not stop even if the employee is out of office – in a business trip or on departure.

Advantages of the mobile solution of First Form one of the first were estimated by the deputy CEO Rostest Moscow Eugeny Morin: "One of main advantages of The First Form system is the possibility of a full-fledged work with the application worldwide. This aspect significantly influences such factor of management of staff of the organization as the continuity of management. The following important advantage is capability of The First Form system well to be integrated with other corporate information systems. It is also necessary to note the considerable flexibility of a system allowing to resolve quickly issues of management".

Mobile application of First Form is actively used by courier service. The schedule of couriers, their planned loading and even the current location are displayed in a system in the form of the summary calendar. Employees who need to transfer documents or devices with the courier consider this schedule when agree with the customer. Couriers in way check the requests and delivery addresses. And if, for example, delivery was cancelled or there was a new urgent task, the courier will at once receive the notification and via the mobile interface learns all parts.

In the nearest future also mobile engineering teams which execute checking of devices on objects of customers are going to master mobile application. Such crews on hand Rostest Moscow — more than 50. Using First Form they will receive applications and to fix their accomplishment, to keep account of the spent time, to load photographic materials for reports, to use geodata for planning of routes.

Own examination for development of the project

Employees Rostest Moscow use First Form about one and a half years. In a system 160 people work: top management, staff of nine laboratories, contractual and tender departments, department of issue and storage of measuring instruments, employees of department of documentary providing.

From the very beginning all business processes were configured by own efforts — system administrators were trained in First Form in due time". And now in the company the considerable internal examination sufficient for the solution even of difficult tasks is saved up.

The company solves the following problem: project a single system of automation which will integrate the Moscow TsSM (the center of standardization and metrology) and 17 regional. The strategy of the solution is studied together with analysts and specialists of technical support of First Form, and system administrators are engaged in implementation.

At the first stage 50 more employees from regional branches will join a system – all of them will work in the uniform application, to receive instructions from the central administration and to report on their accomplishment. Later in each TsSM it is going to unroll the proprietary application and to configure it under the processes accepted on places. All applications will be synchronized with central that will allow to maintain performing discipline and control.