BC-Master (ITSM365.ru)

2018: ITSM 365.Support Implementation

In "BK-Master" implemented the service desk system ITSM 365. With its help, the company's specialists record and route incoming calls, as well as coordinate the work of visiting personnel.

Previously, the service company kept all requests only in Excel. With a large number of requests, it was difficult to track the volume of tasks completed. It was not easy to control the actions of specialists at the facilities. We needed a modern desk service tool that would allow us to cope with these problems. As a result of comparing several digital products, the BC master decided to implement ITSM 365.

One of the important requirements for the solution being implemented is the wide integration capabilities, because the company's customers use their support automation systems. During the ITSM project, 365.Support was synchronized with these external tools. The cloud service registers the applications created in them according to the same rules. At the same time, ITSM 365.Support determines from which store the appeal was received, who is the responsible manager, for which service the request was registered, what is the maximum time for the solution.

Further, the first-line specialist classifies the application for external performers, taking into account their schedule, the specifics of the objects, the terms and other conditions of customer service.

Field experts appreciated the convenience of the mobile application. When an application is assigned to work, a push notification and all the necessary information immediately comes to the smartphone. When the work on the site is completed, the employee can immediately write a report, attach photos and videos.