Dobroflot automated service request management using BPMSoft

2024: Service Request Management Automation

Dobroflot Group of Companies has automated the management of service requests in the CRM system based on the low-code platform BPMSoft. The system was implemented by the company's own IT specialists. BPMSoft (formerly LANIT Omni) announced this on November 11, 2024.

The Unified Appeal Center (ECC) of Dobroflot Group provides comprehensive support to the holding's employees in various areas: IT service, economic support, information and documentary support. The main goal of ECC management automation was to increase the efficiency of work with employees' requests through various communication channels: e-mail, telephone, chat bots, self-service portal.

The service system supports more than 4,500 Dobroflot employees, of which about 1,200 use IT services. Several thousand requests are received by the service every month, and in October 2024 an indicator was registered - more than 4,000 calls. Applications come both from the company's offices on land, as well as from large floating bases, fishing transport and vessels that are at sea and support communication with the service via phone or email. The initial processing of requests is carried out by the operators of the first support line, who resolve issues on their own or transfer them to the relevant department of the holding.

The company has developed and maintains regulations on the timing of applications, depending on their priority and complexity. For example, standard consultations must be completed within three working days, while complex technical requests may require longer due dates.

In an effort to improve the quality of service, Dobroflot has introduced a system of bonuses for support employees, which depends on the timing and quality of the execution of incoming applications. In addition, the position of ECC coordinator is provided, who monitors the fulfillment of deadlines and interacts with users who have left negative marks (1-3 points out of 10) in order to find out the reasons for dissatisfaction and propose changes to improve.

Employees use the integration of BPMSoft with the Power BI system to monitor and analyze key performance metrics (KPIs) in real time.

In addition, the company actively stimulates the involvement of employees in the process of improving the quality of the ECC, regularly holding contests among service users who actively evaluate the services provided and leave applications. Thus, Dobroflot increases customer satisfaction with the service, which reaches 98% by November 2024, and strengthens the feedback culture.

Automation of employee requests through BPMSoft has greatly simplified interaction with various departments of the company. We integrated the platform with external services - Power BI, 1C: Document Flow, Mango Office, which made it possible to effectively transfer tasks related to accounting, personnel issues and compensation directly to the necessary departments. The request is sent to a convenient environment for solving problems, and the result is returned back to the CRM system to close the case and send feedback. In addition, we have implemented quality assessment mechanisms for employees without access to our information systems - after each request, an employee can leave a response by sending an assessment via SMS. This allows us to control the level of satisfaction and quickly respond to emerging issues not only of office workers, but also of employees of working specialties. In addition, the system implements a block for processing major incidents and problems, as well as a block for applications for user documentation, which helps us not only to solve current issues, but also to develop the knowledge base, said Vyacheslav Matsykh, head of the ECO GC "Dobroflot."

The project with Dobroflot demonstrates how the low-code BPMSoft platform allows you to quickly and efficiently automate key service management processes. Thanks to the integration and flexibility of customization, the company's specialists were able to create a solution that takes into account the specifics of remote departments and the multi-channel requests received from employees. This approach helps the company build a transparent and reliable system of interaction within the team. We are pleased to support Dobroflot on the path of digital transformation and contribute to its sustainable growth, told Maxim Ilyukhin, BPMSoft Sales Director.