OBIT switched to Naumen Service Desk to automate business processes and client service

2024: Naumen Service Desk Implementation

UPHOLSTERED"" has completed implementation Naumen Service Desk - an enterprise tool for automating process and service management based on international standards. ITIL The implementation of the platform made it possible to achieve high control of all services, improve the quality of service, and optimize the work of internal services. This was Naumen announced on October 10, 2024.

The previous service management systems were insufficient to achieve the company's new strategic objectives. Scaling up activities, reengineering business processes, transforming customer experience required new solutions.

The implementation process was accompanied by a major reorganization of the company's internal processes. The main task was not only to switch to the system, but also to integrate Naumen Service Desk with many existing systems, including billing, CRM, settlement systems. As a result, the system was combined with 22 internal systems and became the core of the entire service infrastructure. The central scope of work was performed by OBIT specialists who have high expertise in the implementation and maintenance of Naumen solutions, including Service Desk.

As a result of the implementation of Naumen Service Desk, the speed of processing customer calls has increased by 23%, with the help of the knowledge base, incidents are closed 7% faster. The speed of interaction between units increased by 31%. This is especially important for a company with a complex landscape and a large number of internal systems in telecom, IT, security and support services.

The platform from Naumen has the ability to integrate new processes. OBIT plans to integrate additional metrics to better assess customer satisfaction, which will allow it to further adapt to changing market requirements, continuously improve service processes and more efficiently manage user expectations.

{{quote "Naumen solutions are suitable not only for internal support of end customers, but also for automation of processes of support of external - service organizations, IT companies, service providers. In a joint project with OBIT, we combined the customer's process experience with a wide range of Naumen Service Desk functionality, "said Nikita Kardashian, head of Naumen's integrated process digitalization practice. }}

Naumen Service Desk not only provided a transparent relationship between all our systems, but also made it possible to respond faster and better to customer requests. We see that the solution is already bringing tangible results, and we are confident that it will become the basis for the further development and optimization of the company's growing processes, "said Kirill Timofeev, Head of the Information Technology Department of OBIT.