1C CUBE has built a transparent work with customer service using the service desk

2024: Implementation of ITSM365

1C CUBE has built a transparent one using the service desk work with customer service. About this

1C KUB - implements solutions on the 1C platform, as well as develops its own tools within this ecosystem for SMB-segment enterprises. To optimize handling of cases The company has implemented a ITSM365 platform for customers. This made it possible to create centralized channel of interaction with customers and set up unified accounting system: application forms and integration with internal [[accounting system 'accounting system]] based on 1C.

Until February 2024, customer applications were collected manually from various channels - mail, phone calls, instant messengers. At some customers had the opportunity to directly contact specialists through personal contacts. This led to chaos: applications were lost, and the process of processing them was inconvenient and ineffective.

To simplify the work with customer requests, the company has implemented ITSM 365 platform. As a result, the company has achieved significant improvements. The number of applications has increased: now there are more than 150 per month. The time required to assign an application to an executor has been reduced in nine times, which made it possible to speed up the processing of requests. The whole story by each application is now fixed in the system, which provides a complete control and transparency.

{{quote 'There are more applications. They have become more structured and visual. Customers know: the more understandable and more detailed they will describe their problem, the faster and more efficient the specialist of our company will process it. Now you do not need to be tied to a chat in the messenger, track in keywords, who wrote what, what files they added. And themselves specialists are now not distracted by correspondence with clients. All work is transparently and clearly built within the framework of a single and centralized platform, - said "'Evgeny Nazarchuk, head of groups 1C. '}}

In addition, 90% of applications are received through a centralized platform, and the remainder, including phone and email calls, is also transferred to the system for processing. Further 1C CUBE plans to explore ITSM 365 in depth to implement more complex analytics and review integration with 1C.