K2 Tech has increased the level of customer service for Orion soft using the Russian ITSM system

2024: RockIT Manager Implementation

K2 Tekh optimized the work of technical support for the Russian developer of infrastructure IT solutions Orion soft using the RockIT Manager ITSM system (IT Service Management, IT Services and Services Management). Its implementation helped increase the availability of the client portal to users, reduce the costs of the Orion soft support team by 20%, and increase customer satisfaction by 30%. K2 Tech announced this on September 11, 2024.

Orion soft specialists faced the task of updating the solution for managing the system of requests for technical support. To do this, the ITSM RockIT Manager solution was selected based on the Comindware (Comindware Business Application Platform) platform, which is part of the Russian software registry. K2Tex has finalized the system for the specifics of Orion soft processes, and also used the low-code method in development - this will allow the customer to develop ITSM independently, without involving an integrator and developer.

For 2 months, the K2Tex team migrated data from Redmine to RockIT Manager. The specialists restructured the data and formed rules for their transfer, implemented a convenient interface of the window for dialogues with customers, modified the personal account of users on the technical support portal and added the ability to track the validity of contracts, which will allow in the future to begin the process of renewing them in advance.

Orion soft is actively scaling - in the 2023 year alone, our business has grown 2 times - and we have a request for new, more efficient solutions for operating activities. Initially, we understood that the main difficulty of migrating with Redmine was transferring a large number of client data from one system to another, so it was important for us to find an IT partner with a high level of competence. K2Tekh experts analyzed the data structure - about a thousand organizational units - and helped us make a seamless transition as soon as possible, "said Maxim Berezin, director of business development at Orion soft.

The Russian ITSM market is in an active stage of development, and we see promising solutions that allow solving critical problems and which can be customized to the individual needs of the customer. With the Orion soft team, we not only successfully integrated RockIT Manager into the processes of processing applications and technical support for users, but also adapted them to the specifics of customer services. We do not stop there and plan to continue to develop the functionality of the implemented product in order to help colleagues in the implementation of high-quality client service, "said Alla Kozlachkova, owner of the RockITManager product.