The sound optimized the load on the IT service as the business grew with the help of the Russian Tikitrik

2024: Implementation of Tikitrik

HiFi streaming Sound has automated IT services the processes of providing methodology ITIL based on ITSM a solution. With the TIKITRIK help of TIKITRIK, the Sound managed to optimize the load on the - IT service, the cost of IT services and create a working accounting system and handling calls. Thanks to convenient functionality, understandable navigation and notifications, the average response was reduced from 25 to 13 minutes, and it was also possible to count SLA using TIKITRIK. This was Riquitlab announced on January 28, 2025.

Initially, employee appeals were registered through a task manager, instant messengers, email and phone. To optimize the processes, HiFi streaming decided to create a single entry point for employee requests and implement an ITSM system that automates the work of the IT department.

Looking for a future solution, Sound's team analyzed the market. Among the important criteria for selecting a contractor were the possibility of flexible configuration, comprehensive implementation support and high-quality technical support.

The total duration of work, from start to registration of the first appeal, was two months. The result of the project was the creation of a working system for accounting and processing calls to IT according to the ITIL methodology. The system improved the quality and speed of IT services, mitigated business downtime, and optimized IT service costs. Thanks to the functionality, navigation and notifications, the average response was reduced from 25 to 13 minutes, and it also became possible to read SLA (quality of case processing) through the internal functionality of TIKITRIK. The response metric SLA is 95% at a maximum of 100%. In addition, for 2024, the average CSAT (customer satisfaction index) was 90%.

The introduction of TIKITRIK made it possible to optimize the load on the Audio IT service as the team grew through automation and process analytics. Also, thanks to integrations and improvements, we were able to create a single window for team requests. At the same time, the tools familiar to employees for working with IT applications remained. For example, corporate messengers and mail, - said Aleksander Yershov, head of the HiFi streaming support department Sound.

The Sound position implies the implementation of an ITSM solution that corresponds to the company's philosophy, contributes to proactive business development and prompt solution of emerging requests. TIKITRIK provides all the necessary functionality to manage IT services, and most importantly, it is flexible and fast to implement, which is critical for business success in today's environment. In close cooperation with the customer's professional team, we were able to achieve a fundamentally new level of IT service in the Sound in just two months, "said Artem Khizhny, General Director of RIKITLAB.