Облако.ру (SimpleOne ITSM (IT Service Management))

2021: How to organize customer support in three months from scratch. Experience building ServiceDesk on the platform SimpleOne for the provider "Облако.ру"

The implementation of the ITSM system on the SimpleOne platform allowed Облако.ру to deploy the system in just three months to receive and process user calls and organize the efficient operation of the ServiceDesk.

Task

GKS (JSC "Systematics Group") announced the entry into the market of a new block provider "Облако.ру." One of the main tasks when creating "Облако.ру" was the organization ServiceDesk to support customers. At the same time, it was necessary not only to quickly, in 3 months, deploy a solution for customer support, but also to provide for further configuration and development of the system.

Decision

The main requirement that had to be taken into account when implementing the customer support system was to provide the simplest possible system interface. It was important not to overload it with options that are not directly related to solving the client problem, but to make the interface so that the user receives the expected result for the minimum number of mouse clicks.

When choosing the platform, GKS specialists compared domestic and foreign ITSM solutions and chose to SimpleOne. The platform fully meets the requirements for the interface, allows you to quickly deploy and automate the portal, and subsequently connect other service processes to it, in addition to customer support. It was important for the client that SimpleOne is a domestic development, is included in the unified register of Russian software and its cost is lower than foreign analogue products.

The installation of the system was carried out by SimpleOne employees, and further configuration was carried out by colleagues from Systematics.

Result

The implementation of the ITSM solution SimpleOne allowed to deploy the ServiseDesk in three months and organize the effective operation of the customer support service.

The following system components have been successfully implemented:

• internal portal;
• External customer portal (self-service portal)
• Customer Management Module (assignment of Execution Supervisor, distribution of users by group according to assigned role)
• Request, Incident Management Module
• change request management module;
• reports;
• knowledge base;
• SLA.

"We have received a modern, flexible and scalable solution that is not only adapted to our requirements for service efficiency, but also serves as a reliable base for launching new services and further scaling," said Sergey Kuznetsov, Director of Corporate Customer Services at Облако.ру (Systematics, part of GKS).

Further development

Systematics plans to continue the development of ServiceDesk on the SimpleOne platform in several areas:

• development of omnichannel (chat rooms, instant messengers, e-mail);
• Create a Configuration Management Database (CMDB)
• Create an inventory module
• working with reports.