The BFT company upgrades the system of maintenance of clients

On June 25, 2018 the BFT company announced that it upgrades the system of maintenance of clients, implementing modern managerial and information technologies in work of technical support service.

Projects of BFT company are implemented in 79 regions of Russia, more than 370,000 people use products of the company. For work with customer appeals are organized and channels of service maintenance are used online and offline. The call center works. The information system of maintenance of clients where users in the round-the-clock mode leave the addresses is implemented. For solving of tasks of clients the extensive regional network from 21 centers of technical support which is found in different subjects of the country is created. Daily about 200 specialists of a support service of BFT help clients to resolve their issues, provide training in application of software products, receive a feedback which allows to cover the best practices of our users in software products.

Every year the number of projects of BFT increases, more and more regions pass to the centralized management model based on products of BFT, at the same time the company constantly works on development of the existing projects. The aspiration is qualitative to fulfill contract commitments led to the decision on upgrade of the existing system of support of the company at the same time not due to expansion of a team of specialists, and due to implementation of managerial and information technologies.

Ensuring high-quality and transparent process of maintenance both for the client, and for BFT company became the key requirement to the updated system. Reengineering of processes of maintenance of products which basis formed centralization of services and also uniform methodology and instruments of maintenance was as a result performed. A great job on redesign and a regulation of internal business processes was done. For implementation of this scheme of maintenance the Automated Control System for Addresses (ACSA) is put into operation. Then in the Belgorod and Volgograd regions pilot projects on maintenance of products of the line of ATsK were started. Before pilot operation for users from customers training in work in ASUO was provided.

System implementation of maintenance provides:

• reduction of time of processing of addresses and providing solutions on them,
• possibility of the flexible choice of parameters of maintenance,
• existence of a modern and convenient system of creation and tracking of the taken-out addresses,
• rendering services of maintenance according to practicians of ITIL,
• possibility of automatic registration of addresses by e-mail,
• independent reporting according to addresses, etc.

On expectations of the company, the created system will allow BFT company to measure figures of merit of work of the specialists at all stages of maintenance that will significantly increase efficiency of processing of all entering addresses.