Agrosturman Center (ITSM365.ru)

2018: ITSM 365.Outsource Implementation

Agrosturman has introduced the ITSM 365 automation system. This helped the company make the work of its technical support transparent and controlled, and the company's customers provide a tool for submitting and tracking applications.

Prior to the introduction of the automation system, the Agroshturman technical support service used e-mail and office applications to account for customer requests. As a result, applications were often lost in the flow of letters, it was difficult to control the timing, it was not possible to organize transparent interaction with the client.

The implementation of ITSM 365 provided the company with an additional application channel for customers. In addition to mail and telephone, Agrosturman customers now apply for service through their personal account. Here, users track their statuses, clarify other necessary information and leave feedback, setting estimates based on the results of the work.

There is also a flexible configuration of application processing rules. Each request is logged into the system, regardless of the channel through which it came. Next, the committed request automatically starts a timer that determines the processing rules and routing.

The task of optimizing the efficiency of communication with field engineers is solved thanks to the mobile application of the system. With its help, field employees promptly receive notifications about the applications assigned to them.

The main feature of the project was the integration of ITSM 365 with a monitoring system Wialon for synchronizing data on service objects. The entire hierarchy of accounts and objects is available in ITSM 365, which optimizes the registration of applications in reference to monitoring system objects. In addition, such a binding allows you to take into account the work on the object, including leading billing to the client.

We are confident that the capabilities of ITSM 365 allow us to fulfill any of our requirements. In the future, this will help us optimize our business. noted Sergey Shcherbakov, head of the technical support service "Agroshturman"