Helix launched ServiceDesk processes based on the Russian platform BPMSoft

2023: Migration to BPMSoft

The BPM platform, developed by Lanit Omni (part of the LANIT group), began using the Helix Laboratory Service to automate the receipt and processing of service requests from internal employees and franchisee partners. Migration to the domestic BPMSoft solution in a short time was implemented by Baso-IT experts . The transition to this system will allow you to optimize service processes, increase the speed of processing calls, increase the efficiency of communications with franchisee partners and the quality of services provided. LANIT announced this on April 12, 2023.

Historically, Helix used a foreign system for ServiceDesk processes, which over time ceased to meet business requirements. To minimize risks, as well as automate business processes, it was decided to migrate to domestic software. According to the results of the tender, the company chose the Russian platform BPMSoft. Its main competitive advantage was the software infrastructure, which uses open source software with a high level of performance and guaranteed fault tolerance.

Thanks to the low-code business logic, the solutions quickly adapted to the established Helix processes. The system employs more than 2.5 thousand people. BPMSoft has become a single entry point and helps you work effectively with claims and feedback. The functionality combines registration, routing, approval, execution and control of applications. The entire service history is stored in the system, analytics and reporting are set up. Transparent work systems, a convenient interface and report designer allow you to easily master the system. In addition, it implements a catalog of services with templates automated for specific categories of calls, their use greatly simplifies communications with applicants and reduces the labor costs of technical support specialists

Helix Laboratory Service is a fast-growing and customer-oriented company. We make available laboratory diagnostic methods for residents of different regions of Russia. Our laboratory complexes work 24/7, annually performing about 60 million tests. We guarantee the quality and accuracy of the results, introduce new diagnostic areas, expand the geography of service delivery, and offer new service formats. It is important for us to organize work in such a way that all complex processes of the company are invisible to the client. To do this, it is necessary that all activities are accurate and verified, communications between departments are transparent, and areas of responsibility are clearly defined. For these tasks, the BPMSoft platform was chosen, said Daria Goryakina, deputy general director of the Helix Laboratory Service.

We launched the ServiceDesk functionality in difficult conditions and within the framework of tough deadlines. At the same time, it was necessary to immediately build work with requests in such a way that in the future it was possible to connect not only classic services, but also other business processes, in particular procurement. The project is not easy, but extremely useful in the sense of additional expertise. The team used a non-standard deployment method - in the inner loop with proxy access. I am sure that this experience will be useful in our further practice, noted Alexander Sidorov, CEO of Baso-IT.

BPMSoft helps not only orchestrate and optimize key business processes, but also implement flexible adaptive tools that will provide a quick response to market changes. Microservice architecture will allow you to quickly add new modules or scale existing ones if necessary, depending on emerging needs or evolving demand, told Yuri Vostrikov, General Director of LANIT Omni.