May (ITSM365.ru)

2016: Implementation of ITSM 365.Support

The Mai company has introduced the ITSM 365 desk cloud service instead of an in-house automation system. This optimized the transparency of the support service for the business and allowed users to control the process of executing their calls.

With the increase in the number of applications submitted to the support service, the capabilities of the old system became insufficient. Updated requirements for the functionality of the digital tool also appeared: reporting, control, classification and monitoring.

All these business needs led May to the decision to find a better and more multifunctional system. As a result of a detailed analysis, the company opted for ITSM 365, as this service provided all the necessary functions out of the box.

The automation system implements convenient reporting and analytics. Online operators monitor the current status of applications, identify the danger of violating the time frame and warn this kind of incident.

In addition, the knowledge base implemented in ITSM 365 helps service specialists to solve user problems. Each article in it is "tied" to a specific type of service, which optimizes the usability of this tool. About 200 requests are received per day, the average time for solving each application is several hours. At the same time, about 50 specialists work in the system, who process and fulfill all incoming requests.