Business Systems (ITSM365.ru)

2019: ITSM 365.Outsource Implementation

Business Systems has implemented the ITSM 365 cloud service. Thanks to this, the company managed to ensure the proper level of service in the context of business growth.

While there were few clients, specialists coped without any specialized application accounting system. However, with the development of business and an increase in the number of incoming calls, the need for such automation became obvious. At first, the specialists of "Business Systems" tried to "start" service processes in. 1C-Bitrix However, it soon became clear that this service was not suitable for the company. As a result, it was decided to introduce a desk service system. Having studied the market for such solutions, Business Systems chose the 365 cloud service ITSM. Outsource.

Thanks to the implementation of the project, the company managed to ensure proper user service and optimize the load on service specialists. With the help of the system, 3 support employees process 430 client requests per month on average. Losses of applications or non-compliance with work deadlines are excluded. Ready-made instructions in the knowledge base help service specialists solve user problems properly. And the BI reports implemented in ITSM 365 allow you to analyze the activities of the support service in a variety of sections.

The technical features of the project were the integration of the system with, SIP telephony which gave Business Systems even more opportunities to automate the processing of client calls. For example, everything information about the client, conversation statistics, other useful information is displayed in the system even before the conversation begins. The integration of ITSM 365 GoogleDrive with for auto-creating applications was also implemented.