ProtectionInfoTrans automate technical support with Naumen Service Desk

2023: Naumen Service Desk Implementation

The Federal State Unitary Enterprise ZashchitaInfoTransMinistry of Transport of the Russian Federation (FSUE ProtectionInfoTrans), specializing in digitalization and innovation in the transport industry, began to use the Russian Naumen Service Desk (Naumen SD) solution to automate technical support for employees and customers, as well as internal processes of the enterprise. Representatives of Naumen announced this on August 17, 2023.

FSUE ProtectionInfoTrans on the basis of Naumen SD has created an information system for managing requests, through which incidents are received, service requests, scheduled preventive and emergency work, data changes, and more. The number of processed requests is several thousand monthly. Both employees of the enterprise and employees of the customer organizations receive technical support in the solution. The solution implements a service showcase, thanks to which users can select the desired service in the catalog and send a request in their personal account or by e-mail.

Hardware and software accounting was organized at Naumen SD. The functionality of the solution allows you to plan the maintenance of the fleet, in particular, to purchase consumables on time.

With the introduction of Naumen, FSUE ProtectionInfoTrans has increased the transparency of support processes: the system has tools for assessing the quality of query execution. The decision also increased the speed of processing requests: the performers received a clear algorithm for the provision of standard services and corresponding templates. For the convenience of users, performers and acceleration of communications, a mechanism for visual notification of new comments to the request was added.

During the project, Naumen specialists implemented several integrations to implement cross-platform synchronization of tasks, including two-way integration with the corporate information portal, as well as provided enrichment of customer reference data.

The introduction of the Naumen SD product made it possible to replace foreign software in key components with domestic analogues in accordance with the Presidential decree banning foreign software in KII (No. 166 of 30.03.2022). The plans of FSUE "ProtectionInfoTrans" to use the Naumen product to replace foreign software in the processes of technical support for transport industry enterprises.

"Naumen Service Desk has become an indispensable tool for the enterprise. Thanks to this decision, we were able to significantly improve the quality and speed of processing requests, as well as increase the transparency of our processes, "said Sergey Sovetov, Deputy General Director of FSUE ProtectionInfoTrans for Infrastructure and Operation.

"Cooperation with FSUE 'ProtectionInfoTrans' was not only an opportunity for us to provide Naumen Service Desk product to automate technical support, but also unique experience in working with such a large and innovative customer. Our solution has helped the company improve transparency and efficiency and improved service levels for their employees and customers. We hope that further cooperation will bring even more positive results, "said Dmitry Rubin, director of the Naumen operating business.