Dobroflot transformed an internal IT service with Creatio

2019: Process automation of an internal IT service

On November 21, 2019 the Terrasoft company reported that Dobroflot Group automated processes of an internal IT service using the Creatio system (before bpm’online). Among tasks which faced the company at a project implementation stage — to increase quality, effectiveness and effective management of IT services.

Staff of Dobroflot independently adapted a system taking into account business needs.

We did not attract integrators in Creatio deployment process. Our command by own forces executed customization of the platform, and the vendor of a system, Terrasoft company, held the training webinars on the basics of a product, comments Arsen Sazandrashvili, the head of technical support of Dobroflot Group

Within the project of the company it was possible:

• regulate more than 10 IT processes;
• increase timeliness of reaction more than by 5% — up to 99.66%;
• increase the number of the requests registered through official channels, more than by 4 times;
• raise assessment of satisfaction of employees with work of service of IT support to 4.79 points from 5.