Khlebnikov Andrey

Khlebnikov Andrey

The head of department of technical support of Aykumen IBS Ltd company Andrey Khlebnikov considers the main objectives of the work providing high-quality services to users of a System "Aykumena-management" and quick response to requests of clients. He says: "Our collective is young and dynamic, we constantly improve a System, we improve its technical characteristics and we try to inform of all innovations our clients".

- What support is given to users of a System "Aykumena-management"?

We pay much attention to technical and information support of the clients and its quality. At the initial stage, before acquisition of a system "Aykumena-management", we tell about its opportunities, technical aspects of implementation and use, we try to answer all interesting questions and to provide all necessary information.

At an implementation stage we advise specialists of customer company concerning preparation of the necessary equipment, we provide training. And from the moment of acquisition of a system we provide to our clients the service package on maintenance including consultations on functionality of a system, to technical issues and providing updates.

We offer our clients a standard or expanded service package on maintenance of a System. The expanded set of services in addition to standard maintenance includes the following: installation of updates of a system by forces of our specialists, departure in office of customers, the accelerated solution of all arising questions.

- What main objectives of technical support service?

Our main objective as divisions, using the process approach recommended in the concept of ITIL – providing high-quality services, the quickest response to customer appeals and minimization of the problems connected with functioning of our System. We use complex approach to solving of tasks of our customers, we try to offer all possible options, if necessary we attract adjacent divisions.

- Why you recommend to sign technical support agreements of a System?

When the stage of implementation is completed and a system passes into the mode of active use, it becomes the tool supporting business processes of the client and here it is very important to ensure it smooth operation not to break communication of customer company.

If the company signs the agreement on technical maintenance of a system, it significantly reduces the risks connected with system recovery at hardware problems and violations in a program part. Signing the agreement of maintenance, the client purchases certain guarantees for support and operational elimination of all arising problems. For this purpose we render consultations on phone or through an automated system of addresses on the website. In case of emergency we leave directly in office of the customer.

Within technical support we constantly provide to clients of updating, the containing corrections, improvements and new functionality. If in the organization using our System there are no technical specialists maintaining its working capacity, all updates can be set by our specialists.

For the users working with a System "Aykumena-management" into which individual completions, within an expanded service package of maintenance are entered we offer services in data of a modifed system with standard updates. And of course, all companies which signed the technical support agreement of a System automatically receive its updates and a possibility of transition to new versions.

- What resources are provided to users of a System "Aykumena-management" for interaction with technical support service?

We try to give a maximum of opportunities that each client could select an interaction method, convenient for it, with us. For consultations we use phone, ICQ, e-mail, an automated system of addresses on our website. The organization of consultations of c is planned by use of Skype.

Each client has an authorized access to the system of addresses on the website www.iqmena.ru where it is possible to place a request in technical support service and further to trace its status. In addition access to the server of updates to the Internet where they can independently load available updates is provided to users.

- Whether you use a System "Aykumena-management" in the daily work?

Undoubtedly. The modern head has a set of various tasks which should be held in the head, he needs to react quickly to changes of a situation and all to be in time. A system "Aykumena-management" fixes and remembers all tasks. With its help it is possible to issue easily and quickly necessary instructions, to keep track of the status of their accomplishment, to receive reports on the done work, to estimate the current loading of employees, to answer the arrived questions of colleagues. And for this purpose it is not obligatory to be in office at all! Using a System "Aykumena-management" we, first of all, increase efficiency of management process. I can tell with confidence that a System is the reliable and ready to help assistant, the peculiar control panel working at all levels of the company.

"Aykumena-management" it is convenient to use a system also for solving of tasks of technical support service, for example, the arriving addresses of users are registered in a System in the form of instructions and are sent to production department and department of testing. Everything that we need further – to receive the report with ready recommendations and corrections.