ABI Mall (Service Desk Itilium)

2015: Implementation of Service Desk "Itilium"

To improve the quality of service processes within the company, as well as to create the foundation for translating the experience gained into external services, a project was initiated to implement the Service Desk quality management system. As a software product that is designed to solve the problems of ABI Mall, the Itilium system was chosen.

The Megatorg shopping complex is one of the key facilities of ABI Mall.

To improve the quality of service, it was categorically necessary to measure the parameters of all services provided, record deviations from the expected level, and build reporting in various sections. This is important for building sustainable feedback aimed at increasing the level of service quality.

Шаблон:Quote 'author = said E.E. Koryakova, CEO of ABI-Mall LLC.

Now the data on cases is entered into the system by operators and engineers, access through the web interface is provided to all users of the company (which is about 150 workstations). Automating the processing of calls allows you to increase the speed of their solution, which ultimately has a positive effect on the efficiency of service processes.