FedTech (Innovation and Development) (ITSM365.ru)

2019: ITSM 365.Outsource Implementation

Fedtech has introduced the ITSM 365 cloud desk service. The system allows the service company to keep full-time and contract specialists under control, do not lose requests and optimize communication with customers.

The implementation of the system is due to a number of problems that could not be fixed without automation. First of all, this is confusion with client applications, the risk of their loss or delay. Specialists could not always quickly get the necessary working information, and customers - information on closing their applications.

Familiarity with various automation practices has shown that a class system is suitable for solving these problems. service desk According to the results of a comparison of a number of such solutions, the company introduced the 365 cloud service ITSM.

Thanks to the system, the company has created a unified information environment for planning, monitoring and performing service work. Any specialist can quickly find out the necessary working information from the system. The system gives access to information about the equipment and its installation locations. data Summary of contractors and works performed shall be provided.

The processing and closing of client requests was also optimized. The system itself calculates the deadlines for the work depending on the service and the terms of the contract. Each case is associated in the system with a contract or customer, and then groups of executors are automatically assigned. Thus, call center dispatchers do not need to classify applications and transmit them to second-line specialists.

The efficiency of the company's interaction with field engineers was optimized. Field employees quickly inform the service company and the client about the progress of work directly at the site through the mobile application of the system. At the same time, engineers receive notifications of their appointment as executors on a particular application.

The technical feature of the project was the automation of equipment delivery and control of logistics companies. Monitoring of the development of logistics applications has been established. The cost of delivery of equipment by different companies is automatically calculated. This optimizes the task of selecting a contractor for logistics. The transportation control process is organized .