"ANANTERM telematics" accelerated the processing of calls from users of transport monitoring systems using ITSM 365

2022: Implementation of ITSM 365 Cloud Solution

February 8, 2022 "ANANTERM telematics," one of Companies providing services in the field of GLONASS and GPS monitoring reported that they have implemented the ITSM 365 cloud solution (NAUMEN Group of Companies) to process applications for ten types of services.

Source: www.naumen.ru

Since the beginning of the project, the system has received more than 45 thousand calls for technical support, as well as the installation, maintenance and repair of telematic equipment. The need to automate the operation of the technical support service arose due to the rapid increase in the number of calls. The ITSM 365 platform based on Naumen SMP has become a place for collecting all customer applications - from the personal account, by phone and other channels. Thanks to the solution, registration of requests by e-mail - a channel that accounts for up to 77% of all applications, is now automatic. The company employs more than 200 contractors throughout Russia. The system allows you to quickly submit requests to partners and track the status of tasks.

The result of the implementation of the solution was an increase in service quality by almost a quarter. The project also includes a mobile version: with its help, field engineers can take requests away from the office and receive details on current calls - the location and characteristics of the served, transport equipment parameters, etc. A feature of the project was integration ITSM 365 satellite with a monitoring system transport and stationary facilities. Wialon Field engineers add devices to the monitoring system on their own, saving technical support staff time.

"The NAUMEN solution, integrated with the Wialon system, accelerates workflows and eliminates unnecessary dispatching. For example, engineers can install and test hundreds of beacons a day without additionally involving support staff. The engineer himself closes the application, applies a photo report and sends all this to the client, " said Vyacheslav Starykh, head of technical support at ANANTERM telematics

"The work on wide geography, the need to interact with engineers remotely, the involvement and control of more contractors is a feature of the work of integrators of satellite monitoring systems. The flexible and functional ITSM 365 system helps customers reduce time to solve problems and improve the quality of customer service. And the ability to integrate with the Wialon system allows you to turn the IT system into the core of service management and other business processes of the company, " noted Director of Business Development ITSM 365 Andrey Fitis