Ingosstrakh-Investments improves service quality with BPMSoft

2023: Implementation of the BPMSoft platform

JSC Management Company Ingosstrakh-Investments uses CRM and ITSM systems based on a single low-code platform BPMSoft from LANIT Omni (part of the LANIT group). With the help of these solutions, the quality of service has been improved, the processes of attracting and retaining customers have been established. This was reported on June 21, 2023 in the LANIT Group of Companies.

Before the start of the project, IngosstrakhInvestments"-" used disparate solutions for collecting and accounting data about customers. This significantly complicated and slowed down work, created additional risks and negatively affected the level of service. The implementation process used ready-made BPMSoft tools for management, and marketing sales services. Also, on the basis of the low-code platform BPMSoft, the IT Ingosstrakh-Investments team deployed an internal ITSM.

The CRM system allows you to automate key processes of omnichannel interaction with customers. It collects the entire history of communications from the first touch to the appeal in support, a 360-degree digital profile is formed. Based on collected and structured information, the company's specialists process and more efficiently route cases, plan and optimize resources, and centrally control the quality of services. CRM stores data on all stages of service delivery, and sets up transparent and convenient analytics and reporting.

The company is completing the modernization of the IT landscape, which will allow us to realize our main strategic goal - primacy in the field of individual investments. For this, it is very important to provide our customers with the maximum level of service, to minimize any risks that interfere with effective communication. We opted for BPMSoft, as it met our key requirements: it included low-code tools and allowed you to quickly launch a variety of services based on a single platform. In addition, her portfolio included a whole list of implemented cases, said Dmitry Tonkogubov, Chief information officer AO UK Company JSC.

The direction of individual investments requires a high level of customer service. For the management company, the coherence of internal work mechanisms comes to the fore. Therefore, it is in such cases that the BPM approach becomes a real force, with its ability to orchestrate many disparate and complex processes within a single space. And also evaluate them in terms of performance management, identifying weaknesses and growth points for continuous improvement, explained Yuri Vostrikov, General Director of LANIT Omni.